Customer Service Liaison

ShipMonk•Louisville, KY

23h

About The Position

The Customer Service Liaison is a Special Project owner and intermediary between ShipMonk’s client-facing team and warehouse operations. The role facilitates timely communication and issue resolution across departments such as Receiving, Inventory, Picking, Packing, Wholesale, Special Projects, and Subscription Box, helping improve the merchant experience. The liaison reviews and triages work orders, coordinates operational responses, and maintains cross-department communication. The role develops knowledge of warehouse departments and fulfillment processes, checks in with department leads, and supports priority Special Project tasks. During peak periods, the liaison may directly support warehouse operations, including picking, packing, batching, labeling, kitting, and sorting. The position also involves defining project scope and requirements with clients, coordinating execution with Operations, creating orders and managing receivings, monitoring account balances and inventory, and tracking timelines and milestones. The liaison keeps clients updated, proactively addresses risks, escalates complex or unresolved issues, documents Special Projects, and supports coverage planning. The role requires the ability to lift 50 pounds.

Requirements

Proficient verbal and written English skills.
Strong communication skills.
Advanced problem-solving skills.
Ability to multitask and manage time effectively.
Proficiency with computer programs such as Google Sheets and Docs.
Ability to lift 50 pounds.
Operational understanding of warehouse departments, fulfillment workflows, and Special Project execution.
Ability to review work orders, prioritize urgent items, and communicate accurate feedback between warehouse teams and Happiness Engineers.
Ability to coordinate across departments and align client expectations with operational realities.
Ability to define project scope, manage timelines and milestones, and keep clients informed.
Willingness to assist with hands-on warehouse operations during high-volume seasons.
Attention to detail and accountability when managing orders, receivings, inventory levels, and account balances.
Ability to identify risks, resolve issues proactively, and escalate complex problems appropriately.

Responsibilities

Review open work orders and identify items needing immediate feedback.
Determine when escalation or clarification is needed from Warehouse or Happiness Engineers.
Relay operational questions to appropriate individuals and ensure responses are delivered efficiently.
Maintain cross-department communication to prevent bottlenecks.
Develop and maintain understanding of warehouse departments and fulfillment processes.
Conduct periodic check-ins with department leads about priorities.
Assist warehouse teams with priority Special Project tasks as needed.
Support warehouse operations during peak season, including picking, packing, EC-batching, labeling, kitting, and sorting.
Communicate with clients to define project scope, gather requirements, and clarify expectations.
Ensure deliverables are understood before execution begins.
Align Operations with project objectives and provide clear execution instructions.
Create orders and manage receivings to support project execution.
Monitor account balances, inventory levels, and operational readiness.
Track progress against deadlines and milestones, adjusting strategy proactively to protect timelines.
Provide consistent client updates throughout the project lifecycle.
Identify and resolve issues that may affect project success; escalate unresolved or complex issues appropriately.
Communicate with Sr. CXL and Liaison team members.
Document Special Projects and support PTO/OOO coverage planning.
Lift up to 50 pounds.