Sr. Customer Service Representative

Ship Monk isn't just a 3PL; we're a growth partner for merchants
. We provide cutting‑edge technology and a network of owned and operated fulfillment centers that empower high‑growth ecommerce and DTC brands to stress less and grow more. With over 2,500 employees across five countries, we're on a mission to revolutionize fulfillment by providing everything from the fastest click‑to‑delivery and real‑time inventory to custom solutions—all with a merchant‑first mindset.

We believe in building for the long term, and our success is powered by five key differentiators that help us become true partners to our merchants.

• Global Fulfillment Network: Our 12+ owned and operated fulfillment centers span the US, Canada, Mexico, the U.K., and Mainland Europe. We never outsource, ensuring quality and consistency.
• Proprietary Technology: We've eliminated the need for tribal knowledge with our AI‑powered platform. It provides a real‑time, unified view of inventory and orders, giving our merchants the control and visibility they need to succeed.
• Unrivaled Support: We provide hands‑on, "mom and pop" support with a global reach. Our dedicated teams are on‑site at every fulfillment center, ready to jump into action.
• Transparent Pricing: We believe in honest, long‑term partnerships. Our all‑inclusive pricing means predictable costs, with no hidden fees or surprises.
• Committed to the Future: We invest over $10 million annually in research and development to ensure our technology and services continually evolve, helping merchants plant roots with a partner who is here to stay.

• Merchant‑first: We handle the logistics so our merchants can focus on what they do best—growing their business.
• Own it: We take ownership of our work, our mistakes, and our successes.
• People make Ship Monk: We believe in our team and invest in our people.
• Change the score: We challenge the status quo, constantly innovating and improving.
• Get sh
  * t done: We're a fast‑paced, high‑growth company that values action and results.

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.

• Merchant Advocacy & Proactive Problem‑Solving:
  • 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.
• Strategic Support & Value Creation:
  • 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…