Customer Service Representative

ShipMonk • Las Vegas, NV

12d

About The Position

ShipMonk is a growth partner for merchants, providing cutting-edge technology and a network of owned and operated fulfillment centers. We empower high-growth ecommerce and DTC brands to stress less and grow more. With over 2,500 employees across five countries, we're on a mission to revolutionize fulfillment by providing everything from the fastest click-to-delivery and real-time inventory to custom solutions—all with a merchant-first mindset. Our Customer Service Representatives are the lifeblood of ShipMonk, 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. Whether it involves checking on a received product’s bin location—while simultaneously planning a shipment with our warehouse manager—or expertly juggling multiple chats, they’re always ready and able to multi-task. In other words, our Customer Service Representatives know how to get sht done and we wouldn’t be able to get by without them.

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 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