Senior Customer Service Representative

Responsibilities

• Serve as the primary point of contact for merchants, managing communications via phone, chat, and email
• Partner with warehouse management, operations, and development teams to execute merchant requests
• Educate merchants on service offerings and support special projects throughout their lifecycle
• Perform data analysis to evaluate merchant credits and identify improvement trends
• Lead regular client meetings to showcase value and strengthen partnerships
• Act as a Subject Matter Expert (SME) and provide mentorship to fellow Customer Service Representatives

Requirements

• 3-5 years of experience in Customer Service or Account Management
• 2-3 years of experience in Logistics, Supply Chain, or E-Commerce preferred
• Bachelor's Degree or equivalent relevant work experience
• Exceptional verbal and written communication skills
• Proficiency in basic computer applications and CRM software (e.g., Salesforce, Zendesk)
• Strong problem-solving and de-escalation skills

About the Company

ShipMonk is a tech-powered growth partner for ecommerce brands, operating over 12 fulfillment centers across the US, Canada, the UK, and Europe to provide cutting-edge logistics and proprietary AI-powered technology.