Customer Operations Liaison & Project Orchestrator

ShipMonk; Pittston (Luzerne County); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive salary

Paid Time Off

Health, Dental, Vision + 401k

HQ Fort Lauderdale

Inclusive culture

Job summary

ShipMonk is looking for a Customer Service Liaison to bridge CX and Warehouse Operations. You will triage work orders, escalate when needed, and maintain cross-department communication to prevent bottlenecks.

You’ll support warehouse teams on priority Special Projects and assist during peak seasons to protect timelines. You will define project scope with clients, align instructions with operations, and provide regular updates while ensuring successful execution and issue resolution.

Qualifications

• Operationally fluent with warehouse departments, fulfillment workflows, and project execution.
• Proactive communicator reviews work orders and ensures timely feedback between warehouse teams and engineers.
• Cross-functional bridge builder strengthens collaboration across departments and aligns client expectations with operations.
• Client-focused project manager clearly defines scope, manages timelines, and keeps clients informed while ensuring executable instructions.

Responsibilities

• Work Order & Operational Triage: Review open work orders and identify items requiring immediate feedback.
• Escalation: Determine when escalation or clarification is needed from Warehouse or Happiness Engineers.
• Cross-department communication: Relay operational questions to the right people and ensure timely responses.
• Warehouse & Fulfillment Expertise: Develop full understanding of all warehouse departments and fulfillment processes.
• Check-ins: Conduct periodic check-ins with department leads to stay aligned on priorities.
• Special Project support: Assist warehouse teams with priority tasks during peak seasons.
• Peak period support: Embrace an “all hands on deck” mindset during high-volume periods.
• Client scope & expectations: Communicate with clients to define project scope and deliverables.
• Project execution: Align Operations with project objectives and provide clear execution instructions.
• Orders & receivings: Create orders and manage receivings to support project execution.
• Monitor: Track account balances, inventory levels, and operational readiness.
• Timeline tracking: Track progress against deadlines and milestones and adjust strategy as needed.
• Client updates: Provide consistent updates to clients throughout the project lifecycle.
• Issue resolution: Proactively identify and resolve issues impacting success and escalate when needed.
• Team continuity: Maintain communication with Sr. CXL and Liaison team members and ensure documentation.

Skills

Operational fluency

Proactive communicator

Cross-functional bridge

Client-focused project management

Hands-on contributor

Detail-oriented

Calm under pressure

Ability to lift 50 pounds

Communication skills

Proficient English

Advanced problem solving

Multitasking

Time management

Google Sheets

Google Docs

Tools

Google Sheets

Google Docs

Job description

ShipMonk is looking for a Customer Service Liaison to bridge CX and Warehouse Operations. You will triage work orders, escalate when needed, and maintain cross-department communication to prevent bottlenecks.

You’ll support warehouse teams on priority Special Projects and assist during peak seasons to protect timelines. You will define project scope with clients, align instructions with operations, and provide regular updates while ensuring successful execution and issue resolution.