Lead Customer Support Specialist

2 weeks ago


Louisville, Kentucky, United States ShipMonk Full time

About ShipMonk

ShipMonk stands as the premier third-party logistics provider for rapidly growing e-commerce and direct-to-consumer brands. Since our establishment, we have adhered to a core mission: to empower small and medium-sized e-commerce enterprises by delivering technology-enhanced fulfillment solutions. This allows business leaders to focus on what truly matters in their operations. In essence, ShipMonk enables e-commerce businesses to reduce stress and enhance growth.

With a significant workforce across multiple locations, we are committed to excellence in service delivery.

Role Overview

As a Senior Customer Service Representative, you will be integral to our operations, merging advanced account management with exceptional customer service capabilities. Your contributions will be vital in fostering a seamless experience and generating satisfaction for our clients.

Key Responsibilities

  • Act as the main liaison for clients, ensuring prompt resolution of issues.
  • Handle a daily influx of client communications through various channels, ensuring timely follow-ups.
  • Collaborate with warehouse management and technical teams to guarantee timely and professional fulfillment of requests.
  • Establish and nurture long-lasting relationships with clients.
  • Educate clients on our service offerings and assist them in proactive planning to mitigate potential issues.
  • Support client projects throughout their entire lifecycle.
  • Identify and recommend enhancements to improve the client experience.
  • Conduct data analysis for evaluating client credits.
  • Prepare for and lead regular client meetings.
  • Become a recognized subject matter expert and provide support to fellow Customer Service Representatives.
Qualifications
  • 3-5 years of experience in a customer service role.
  • 2-3 years of experience in logistics, supply chain, or e-commerce.
  • Bachelor's degree or equivalent professional experience.

ShipMonk is an equal opportunity employer. We celebrate diversity and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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