Merchant Success & Logistics Support Specialist

ShipMonk; Louisville (KY); On-site; USD 32,000 - 52,000; Full time

Job summary

ShipMonk is hiring a Customer Service Representative in Louisville to be the primary contact for merchants, resolving issues promptly and building strong relationships. You will handle multi-channel inquiries and collaborate with warehouse teams and developers to deliver timely solutions.

Ideal candidates have 1–2 years in customer service and in logistics/e-commerce, plus a bachelor’s degree or equivalent experience. This role is on-site and integral to our growth-focused team.

Qualifications

• 1-2 years of experience in a Customer Service position.
• 1-2 years of Experience in Logistics, Supply Chain, or E-Commerce.
• Bachelor's Degree or equivalent work experience.

Responsibilities

• Serve as the primary point of contact for merchants to facilitate timely issue resolution.
• Manage queue of incoming merchant contacts (phone, chat, and email) and tickets daily.
• Partner with warehouse management and developers to ensure requests are completed on time and in a professional manner.
• Build sustainable, long-term relationships with merchants.
• Educate merchants on service offerings and help them proactively plan to minimize issues.
• Support merchant projects and assist throughout their lifecycle.
• Identify opportunities to improve merchant experience and propose upgrades and new products.

Skills

Customer service

Logistics

E-commerce

Education

Bachelor's degree or equivalent

Job description

ShipMonk is hiring a Customer Service Representative in Louisville to be the primary contact for merchants, resolving issues promptly and building strong relationships. You will handle multi-channel inquiries and collaborate with warehouse teams and developers to deliver timely solutions.

Ideal candidates have 1–2 years in customer service and in logistics/e-commerce, plus a bachelor’s degree or equivalent experience. This role is on-site and integral to our growth-focused team.