ShipMonk
Sr.CustomerServiceRepresentative
Neural analysis suggests this role is
optimal for Senior candidates.
“Sr. Customer Service Representative at ShipMonk. Skills: Customer success, Relationship building, Problem solving. Serve as primary point of contact. Champion merchant needs”
What You'll Achieve.
Exceed expectations; Maximize efficiency; Strengthen partnerships
Industry & Context.
Problem-solving; Root cause analysis; Troubleshooting
What They're Looking For.
Must Have
3-5 years Customer Service or Account Management, Bachelor's Degree or equivalent work experience, Stellar verbal communication, Active listening skills, De-escalation skills, Written communication skills, Proficiency in basic computer applications, Willingness to master new software
Nice to Have
2-3 years Logistics, Supply Chain, E-Commerce, Experience with CRM software
What You'll Do.
Serve as primary point of contact
Champion merchant needs
Facilitate swift issue resolution
Manage incoming merchant communications
Ensure timely follow-ups
Forge partnerships with warehouse management
Forge partnerships with operational staff
Forge partnerships with development teams
Ensure merchant requests are executed
Build sustainable relationships with merchants
Nurture long-term relationships with merchants
Educate merchants on service offerings
Leverage solutions to minimize issues
Leverage solutions to maximize efficiency
Support merchants' special projects
Guide merchants through lifecycle
Identify opportunities to enhance merchant experience
Propose service upgrades
Propose new product solutions
Perform data analyses
Evaluate merchant credits
Identify trends for improvement
Prepare for client meetings
Lead regular client meetings
Strengthen partnerships
Become Subject Matter Expert
Hold regular office hours
Provide mentorship to representatives
Foster collaborative environment
Deepen understanding of ShipMonk services
Deepen understanding of internal processes
Deepen understanding of e-commerce landscape
How You'll Work.
Team & Collaboration
Customer Service team; Warehouse management teams; Operational staff teams; Development teams
Communication Scope
Verbal communication; Written communication; Active listening; De-escalation; Client meetings
Full 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 pe
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