Customer Service Liaison

ShipMonk•Louisville, KY

7h•Onsite

About The Position

As a Customer Service Liaison, you are a Special Project owner playing a crucial role as an intermediary between our client-facing team and warehouse operations. Your primary responsibility involves facilitating timely communication and updates between various departments, including Receiving, Inventory, Picking, Packing, Wholesale, Special Projects, and Subscription Box, ensuring efficient resolution of time-sensitive issues. By accelerating information flow, you contribute significantly to enhancing our clients' experience and resolving issues promptly, ultimately making a meaningful difference in the success of our merchants. The Customer Service Liaison will have the opportunity to make a meaningful difference in the lives of our merchants by accelerating the flow of communication and helping us solve issues faster.

Requirements

Operationally Fluent & Process-Savvy – Demonstrates full comprehension of warehouse departments, fulfillment workflows, and special project execution, enabling accurate, confident communication between CX and Operations.
Proactive Communicator & Information Broker – Reviews open work orders, identifies priority items requiring immediate action, and ensures timely, accurate feedback between warehouse teams and Happiness Engineers.
Cross-Functional Bridge Builder – Strengthens collaboration across departments by relaying questions to the right stakeholders, conducting routine check-ins with warehouse leads, and maintaining alignment between client expectations and operational reality.
Client-Focused Project Manager – Clearly defines scope, manages timelines, monitors milestones, and keeps clients consistently informed while ensuring operational instructions are executable and aligned with project goals.
Hands-On, “All-In” Contributor During Peak – Willing to step into warehouse operations during high-volume seasons (picking, packing, kitting, labeling, batching) to protect timelines and deliver results when it matters most.
Detail-Oriented & Accountable Executor – Manages orders, receivings, inventory levels, and account balances with precision to support seamless Special Project execution and minimize downstream issues.
Calm Under Pressure & Escalation-Ready – Proactively identifies risks, resolves issues early, and escalates complex problems appropriately to prevent delays and protect client satisfaction.
Able to lift 50 pounds
Communication skills
Proficient verbal and written English skills.
Advanced problem solving
Multitasking
Time management
Proficiency with computer programs (like Google Sheets, Docs, etc.)

Responsibilities

Review open work orders and identify items requiring immediate feedback.
Determine when escalation or clarification is needed from Warehouse or Happiness Engineers.
Relay operational questions to the appropriate individuals and ensure responses are delivered efficiently.
Maintain strong cross-department communication to prevent bottlenecks.
Develop and maintain full comprehension of all warehouse departments and fulfillment processes.
Conduct periodic check-ins with department leads to stay aligned on priorities.
Assist warehouse teams with priority Special Project tasks when needed.
During peak season, actively support warehouse operations (picking, packing, EC-batching, labeling, kitting, sorting).
Embrace an “all hands on deck” mindset during high-volume periods.
Communicate with clients to define project scope, gather requirements, and clarify expectations.
Ensure a complete understanding of deliverables before execution begins.
Align Operations with project objectives and ensure 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.
Adjust strategy proactively to protect timelines.
Provide consistent updates to clients throughout the project lifecycle.
Proactively identify and resolve issues impacting success.
Escalate unresolved or complex issues appropriately to avoid delays.
Maintain communication with Sr. CXL and Liaison team members.
Ensure proper documentation of Special Projects.
Support PTO/OOO coverage planning to maintain continuity.