Sr. Customer Service Representative

ShipMonk • Pittston, PA

3d • Onsite

About The Position

ShipMonk's Sr. Customer Service Representatives are crucial to the company's success, acting as the primary point of contact for merchants to ensure timely issue resolution. This role combines account management and customer service with problem-solving skills to create a stress-free process and generate "Happiness" for merchants. Responsibilities include providing training, support, and problem resolution, working closely with accounts, warehouse management, staff, and developers to ensure requests are handled professionally and on time. The role requires the ability to multitask effectively, such as checking product bin locations while planning shipments or managing multiple chat conversations simultaneously.

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.

Benefits

• We invest over $10 million annually in research and development
• Dedicated teams on-site at every fulfillment center
• Hands-on, "mom and pop" support with a global reach
• All-inclusive pricing means predictable costs, with no hidden fees or surprises.

What This Job Offers

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