Sr. Customer Service Representative

About the Role

Are you a customer service superstar ready to take your skills to the next level? Ship Monk is on the hunt for a dynamic and ingenious Senior Customer Service Representative to be a cornerstone of our merchant success! In this pivotal role, you're more than just support; you're a strategic partner, a problem-solver, and a direct contributor to our merchants' 'Happiness.'

You'll leverage your advanced account management and customer service expertise to provide exceptional training, proactive support, and build lasting relationships.

• 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 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 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 Ship Monk's services, internal processes, and the e‑commerce landscape.

• Communication & Relationship Pro: exceptional verbal and written communication skills, with a natural ability to articulate complex information clearly, empathetically, and persuasively.
• Problem‑Solving Guru: knack for dissecting complex issues, identifying root causes and implementing effective solutions.
• Organizational Mastermind: highly organized, detail‑oriented, juggling multiple priorities and merchant needs with grace.
• Logistics & E‑commerce Savvy: solid understanding of logistics, supply chain dynamics, or e‑commerce operations.
• Initiative & Drive: self‑motivated, persistent work ethic, and a determination to exceed goals and merchant expectations.
• Team Collaborator & Mentor: supportive, inspiring team player who contributes positively to team morale and shares knowledge.
• Tech‑Comfortable & Analytical: comfortable learning and utilizing new software and tools, including CRM systems; can analyze data to drive decisions.
• 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 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.

• PTO:
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