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Form of workWhy ShipMonk?
ShipMonk is the world's largest 3PL for high-growth e-commerce and DTC brands. Since our inception in 2014, we've operated with a singular guiding principle: to help small and medium-sized e-commerce businesses scale by offering technology-driven fulfillment solutions that enable business founders to devote more time to the things that matter most in their businesses. Put simply, ShipMonk helps e-commerce companies stress less and grow more. Headquartered in Fort Lauderdale, FL, ShipMonk has more than 2,500 employees across facilities in Fort Lauderdale, FL, Pittston, PA, Los Angeles, CA, Bay Shore, NY, Las Vegas, NV, Dayton, NJ, Louisville, KY, Fort Worth, TX, Mississauga, Ontario, Canada, Tecate, Mexico, the United Kingdom, and Prague, Czech Republic.
Our Client Experience Support 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 Client Experience Support Representatives know how to get sh*t done and we wouldn't be able to get by without them!
What you'll do:
- Handle incoming client support requests submitted via phone, email, chat and online portal, and document cases in the ticketing system with high level of professionalism
- Provide resolutions to client inquiries and issues
- Effectively direct, coordinate, and follow-up unresolved issues with different departments if needed
- Provide recommendations to how we should change our processes to enhance the customer experience
What you'll need:
- Demonstrate desire and love for providing exceptional customer service
- Positive attitude and ability to keep calm under pressure
- Excellent written (email etiquette) and oral communication and interpersonal skills
- Empathy and the ability to take initiative on doing the right thing for the customer
- A make-it-happen attitude
- Excellent organizational skills
- Creative problem-solving skills that you want to apply in an ever-evolving environment
- 1-3 years working in customer service preferably in ecommerce and logistics industry
- Ability to learn other software systems
- Proficiency with Google Workspace
We are exceptionally proud of our dedicated, brilliant ShipMonkers -- the employees who collaborate to provide first-class service, solve problems, and collaborate to get the job done. We work hard and have fun at work while prioritizing growth, innovation, and diversity as key values. When we add new positions at ShipMonk, we define the role 80% and look for talented individuals who can join the team, run fast, and co-create the other 20% of their job. We need our team to get engaged from Day 1 to do the work and define the work that will make us successful in the near and long term.
Perks Of Being a ShipMonker
• Full health benefits coverage (medical, dental, vision)
• Unlimited Paid Vacation Time
• 401(k) retirement plan
• Referral Bonus Program 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
