The opportunity
ShipMonk isn't just a 3PL — we're the tech-powered growth partner for ecommerce brands, running 12+ owned fulfillment centers across the US, Canada, the UK, and Europe so our merchants can stress less and grow more.
What you'll do
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 ShipMonk’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.
What they're looking for
- 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.
