Sr. Customer Service Representative Fort Worth, Texas

Ship Monk isn't just a 3PL — we are a tech‑powered growth partner for e‑commerce brands, running 12+ owned fulfillment centers across the US, Canada, the UK, and Europe to help merchants grow and reduce stress.

We’re looking for a dynamic Senior Customer Service Representative to be a cornerstone of our merchant success. In this pivotal role you will act as a strategic partner, problem‑solver, and direct contributor to our merchants’ happiness. You will leverage advanced account management skills, provide exceptional training, proactive support, and build lasting relationships while juggling tasks such as product detail resolution, coordination with warehouse teams, and collaboration with developers.

• Serve as the primary, trusted point of contact for our valued merchants, championing their needs and facilitating swift issue resolution.
• Manage a queue of incoming merchant communications (phone, chat, email, tickets) daily, ensuring timely follow‑ups and exceeding expectations.
• Forge strong partnerships with warehouse management, operational staff, and development teams to ensure merchant requests are executed flawlessly.
• Build and nurture sustainable, long‑term relationships with merchants, becoming an indispensable part of their growth journey.

• Educate merchants on Ship Monk’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 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 environment.
• Continuously deepen your understanding of Ship Monk’s services, internal processes, and the e‑commerce landscape.

• Communication & Relationship Pro: Exceptional verbal and written communication skills; ability to articulate complex information clearly, empathetically, and persuasively.
• Problem‑Solving Guru: Skilled at dissecting complex issues, identifying root causes, and implementing effective solutions in a fast‑paced environment.
• Organizational Mastermind: Highly organized, detail‑oriented, and capable of juggling multiple priorities with grace and efficiency.
• Logistics & E‑commerce Savvy: Solid understanding of logistics, supply chain dynamics, or e‑commerce operations.
• Initiative & Drive: Self‑motivated with a relentless work ethic and a focus on exceeding goals and expectations.
• Team Collaborator & Mentor: Supportive, inspiring team player eager to share knowledge and help others grow.
• Tech‑Comfortable & Analytical: Comfortable learning and utilizing new software and tools, including CRM systems, and capable of data‑based decision making.
• Customer Obsessed: Passionate about delivering unparalleled customer experiences and genuinely invested in merchants’ success.

• 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 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, robust work ethic, and unwavering desire to create “Happiness” for merchants.

• PTO: Paid time off.
• Paid Holidays: 9 paid holidays throughout the year in the US.
• 401k Matching: Generous 401k match.
• Merit Reviews: Rewarded for hard work and dedication.
• Company Events: Regular team‑building events.
• Referral Program: Rewarded for helping us find great talent.
• Inclusive Culture: Casual and upbeat environment.
• Health Benefits: Comprehensive health, vision, and dental insurance options.

Ship Monk 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.