Customer Service Representative

ShipMonk • Fort Worth, TX

13d

About The Position

ShipMonk's Customer Service Representatives are the lifeblood of the company, combining account management and customer service skills with ingenuity. They play a critical role in creating a stress-free process and generating Happiness for our Merchants. They serve as the primary point of contact for our Merchants to facilitate timely issue resolution. This role is responsible for providing training, support, and problem resolution to ShipMonk accounts. They work closely with the accounts, our warehouse management, and staff, and developers to ensure requests are done on time and in a professional manner. Customer Service Representatives are adept at multitasking, such as checking on a received product’s bin location while simultaneously planning a shipment with our warehouse manager, or expertly juggling multiple chats.

Requirements

• 1-2 years of experience in a Customer Service position
• 1-2 years of Experience in Logistics, Supply Chain, or E-Commerce
• Bachelors Degree or equivalent work experience

Responsibilities

• Serve as the primary point of contact for merchants to facilitate timely issue resolution
• Manage queue of incoming merchant contacts (phone, chat, and email) and tickets on a daily basis, including following up to inquiries based on dates that were committed to
• Partner with our warehouse management and developers to ensure requests are completed on time and in a professional manner
• Build sustainable, long-term relationships with merchants
• Educate merchants on service offerings and help them proactively plan to minimize issues
• Support merchant’s projects and assist throughout their lifecycle
• Identify opportunities to improve merchant experience and propose upgrades and new products as appropriate

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level