Customer Service Representative

Job Description

About ShipMonk

ShipMonk isn't just a 3PL; we're a growth partner for merchants. We provide cutting-edge technology and a network of owned and operated fulfillment centers that 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.

Why ShipMonk?

We believe in building for the long term, and our success is powered by five key differentiators that help us become true partners to our merchants.

● Global Fulfillment Network: Our 12+ owned and operated fulfillment centers span the US, Canada, Mexico, the U.K., and Mainland Europe. We never outsource, ensuring quality and consistency.
● Proprietary Technology: We've eliminated the need for tribal knowledge with our AI-powered platform. It provides a real-time, unified view of inventory and orders, giving our merchants the control and visibility they need to succeed.
● Unrivaled Support: We provide hands-on, "mom and pop" support with a global reach. Our dedicated teams are on-site at every fulfillment center, ready to jump into action.
● Transparent Pricing: We believe in honest, long-term partnerships. Our all- inclusive pricing means predictable costs, with no hidden fees or surprises.
● Committed to the Future: We invest over $10 million annually in research and development to ensure our technology and services continually evolve, helping merchants plant roots with a partner who is here to stay.

Our Core Values
Our values are the heart of our culture. We're looking for individuals who embody these principles every day.
● Merchant-first: We handle the logistics so our merchants can focus on what they do best—growing their business.● Own it: We take ownership of our work, our mistakes, and our successes.
● People make ShipMonk: We believe in our team and invest in our people.
● Change the score: We challenge the status quo, constantly innovating and improving.
● Get sh*t done: We're a fast-paced, high-growth company that values action and results.

Our Customer Service Representatives are the lifeblood of ShipMonk, combining account management and customer service skills with a dab of 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, no problem. In other words, our Customer Service Representatives know how to get sh*t done and we wouldn't be able to get by without them.

What you'll do:

• The Customer Service Representative will 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
• The Customer Service Representative will 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
• The Customer Service Representative will identify opportunities to improve merchant experience and propose upgrades and new products as appropriate

What you'll need:

• 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

ShipMonk is an equal opportunity employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.