Senior Merchant Support & Logistics Specialist

Shipmonk; Pittston (Luzerne County); On-site; USD 42,000 - 62,000; Full time

Job summary

ShipMonk is seeking a Sr. Customer Service Representative to be the primary liaison for merchants, combining service with problem-solving to keep shipments flowing smoothly.

You will handle inbound inquiries via phone, chat, and email, coordinate with warehouse teams and developers, and build long-term relationships that drive merchant happiness and productivity. Ideal candidates have 1–2 years in customer service and 1–2 years in logistics or e-commerce, plus a bachelor’s degree or equivalent

Qualifications

• 1-2 years of experience in a Customer Service position.
• 1-2 years of Experience in Logistics, Supply Chain, or E-Commerce.

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, including follow-ups.
• Partner with warehouse management and developers to ensure requests are completed on time and professionally.
• 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 experience

E-commerce experience

Education

Bachelor's degree or equivalent

Job description

ShipMonk is seeking a Sr. Customer Service Representative to be the primary liaison for merchants, combining service with problem-solving to keep shipments flowing smoothly.

You will handle inbound inquiries via phone, chat, and email, coordinate with warehouse teams and developers, and build long-term relationships that drive merchant happiness and productivity. Ideal candidates have 1–2 years in customer service and 1–2 years in logistics or e-commerce, plus a bachelor’s degree or equivalent