Sr. Customer Service Representative

ShipMonk•Louisville, KY

7d•Onsite

About The Position

ShipMonk is seeking a dynamic and ingenious Senior Customer Service Representative to be a cornerstone of our merchant success. In this pivotal role, you're more than just support; you're a strategic partner, a problem-solver, and a direct contributor to our merchants' "Happiness." You'll leverage your advanced account management and customer service expertise to provide exceptional training, proactive support, and build lasting relationships. You will be responsible for expertly juggling tasks, from tracking down product details to coordinating with warehouse teams and developers, all while making our merchants feel valued and understood.

Requirements

3-5 years of proven experience in a dynamic Customer Service or Account Management role.
Bachelor's Degree or equivalent relevant work experience.
Stellar verbal communication, active listening, and de-escalation skills.
Strong written communication skills for crafting professional and effective emails and chat interactions.
Proficiency in basic computer applications and a willingness to master new software.
A positive, can-do attitude, a robust work ethic, and an unwavering desire to create "Happiness" for our merchants.

Nice To Haves

2-3 years of experience in Logistics, Supply Chain, E-Commerce, or a related field is highly preferred.
Experience with CRM software (e.g., Salesforce, Zendesk) is a big plus.

Responsibilities

Serve as the primary, trusted point of contact for our valued merchants, championing their needs and facilitating swift issue resolution.
Manage a queue of incoming merchant communications (phone, chat, email) and tickets daily, ensuring timely follow-ups and exceeding expectations.
Forge strong partnerships with our warehouse management, operational staff, and development teams to ensure merchant requests are executed flawlessly and professionally.
Build and nurture sustainable, long-term relationships with merchants, becoming an indispensable part of their growth journey.
Educate merchants on ShipMonk’s diverse service offerings, helping them proactively plan and leverage our solutions to minimize issues and maximize efficiency.
Actively support merchants' special projects, guiding them through the entire lifecycle with expertise and enthusiasm.
Identify opportunities to enhance the merchant experience, proactively proposing service upgrades and new product solutions tailored to their evolving needs.
Perform insightful data analyses to evaluate merchant credits and identify trends for continuous improvement.
Prepare for and confidently lead regular client meetings, showcasing value and strengthening partnerships.
Become a sought-after Subject Matter Expert (SME) within the Customer Service team.
Hold regular office hours and provide mentorship to support and uplift fellow Customer Service Representatives, fostering a collaborative and high-performing environment.
Continuously deepen your understanding of ShipMonk's services, internal processes, and the e-commerce landscape.