ShipMonk · 14 hours ago
Sr. Customer Service Representative
Louisville, KY
Full-time
Onsite
Mid, Senior Level
3+ years expShipMonk is a growth partner for merchants, providing technology and fulfillment solutions for high-growth ecommerce brands. The Senior Customer Service Representative will serve as a primary contact for merchants, ensuring their needs are met and issues are resolved while fostering strong relationships and supporting their success.
E-CommerceLogisticsSaaSShippingSupply Chain ManagementWarehousing
Responsibilities
Serve as the primary, trusted point of contact for our valued merchants, championing their needs and facilitating swift issue resolution
Masterfully 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
Qualification
Required
3-5 years of proven experience in a dynamic Customer Service or Account Management role
2-3 years of experience in Logistics, Supply Chain, E-Commerce, or a related field is highly preferred
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
Experience with CRM software (e.g., Salesforce, Zendesk) is a big plus
A positive, can-do attitude, a robust work ethic, and an unwavering desire to create 'Happiness' for our merchants
Benefits
PTO: Take control of your work-life balance with paid time off.
Paid Holidays: Enjoy 9 paid holidays throughout the year in the US.
401k Matching: We invest in your future with a generous 401k match.
Merit Reviews: Get rewarded for your hard work and dedication.
Company Events: Work hard, and play hard with regular team-building events.
Referral Program: Get rewarded for helping us find amazing talent.
Inclusive Culture: Be yourself and thrive in our casual and upbeat environment.
Health Benefits: We offer comprehensive health, vision, and dental insurance options to keep you feeling your best.
Company
ShipMonk
ShipMonk offers direct-to-consumer fulfillment and technology tools for e-commerce companies.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$365MKey Investors
Periphas CapitalSummit PartnersSJF Ventures
2021-01-27Private Equity· $65M
2020-12-02Private Equity· $290M
2018-10-29Series A· $10M
Leadership Team
Kevin Sides
Co-Founder/Chief Executive Officer
Jan Bednar
Founder & Board Member
Recent News
Seattle TechFlash
2025-08-21
2025-08-13
Company data provided by crunchbase