Senior Merchant Success Specialist

ShipMonk; Pittston (ME); On-site; USD 42,000 - 62,000; Full time

Job summary

ShipMonk isn’t just a 3PL; we’re a growth partner for ecommerce brands. We operate 12+ owned fulfillment centers across the US, Canada, the UK, and Europe, empowering merchants to stress less and grow more. We’re seeking a Sr.

Customer Service Representative to be the primary contact for merchants and drive timely issue resolution. You will handle multi-channel inquiries, partner with warehouse management and developers, nurture relationships, and educate merchants on services to minimize

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 on a daily basis.
• 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 merchants’ projects and lifecycle.
• Identify opportunities to improve merchant experience and propose upgrades and new products.

Skills

Customer service experience

Logistics knowledge

E-commerce familiarity

Education

Bachelor's degree or equivalent

Tools

CRM software

Job description

ShipMonk isn’t just a 3PL; we’re a growth partner for ecommerce brands. We operate 12+ owned fulfillment centers across the US, Canada, the UK, and Europe, empowering merchants to stress less and grow more. We’re seeking a Sr.

Customer Service Representative to be the primary contact for merchants and drive timely issue resolution. You will handle multi-channel inquiries, partner with warehouse management and developers, nurture relationships, and educate merchants on services to minimize