ShipMonk
Logistics
Sr.CustomerServiceRepresentative
“Sr. Customer Service Representative at ShipMonk. Skills: Customer success, Account management, Problem-solving. Serve as primary point of contact. Champion merchant needs”
What You'll Achieve.
Exceed merchant expectations; Maximize efficiency for merchants; Enhance merchant experience; Strengthen partnerships
Industry & Context.
Problem-solving; Root cause analysis
What They're Looking For.
Must Have
3-5 years Customer Service or Account Management, Bachelor's Degree or equivalent work experience, Proficiency in basic computer applications, Stellar verbal communication skills, Active listening skills, De-escalation skills, Written communication skills
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 executed flawlessly
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
Strengthen partnerships
Become Subject Matter Expert
Hold regular office hours
Provide mentorship to representatives
Support fellow representatives
Uplift fellow representatives
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; Operational staff; Development teams
Communication Scope
Verbal communication; Written communication; Active listening; De-escalation; Client meetings
Applying for this Sr. Customer Service Representative role?
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- Answer all knockout questions carefully — wrong answers auto-reject before a human sees you.
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ANONYMOUS · UNFILTERED
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