Client Experience Representative Job at ShipMonk
Why 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 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 Representatives know how to get sh*t done and we wouldn’t be able to get by without them!
What you'll do:
- The Client Experience 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 Client Experience 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 Client Experience 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
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
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