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Lead Customer Support Specialist

2 months 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 remained dedicated to a singular mission: empowering small and medium-sized e-commerce enterprises to thrive by delivering innovative fulfillment solutions that allow business owners to focus on what truly matters in their operations. In essence, ShipMonk enables e-commerce businesses to reduce stress and enhance growth.

The Role

Our Senior Customer Service Representatives are vital to ShipMonk's success, blending exceptional account management and customer service expertise with creativity and resourcefulness. They are instrumental in ensuring a seamless experience and fostering satisfaction among our merchants.

This position entails offering advanced training, support, and collaboration to merchants, acting as the main contact for efficient issue resolution. The role requires close collaboration with various teams, including accounts, warehouse management, and development, to ensure timely and professional handling of requests. Whether it's verifying a product's location while coordinating a shipment or managing multiple inquiries simultaneously, our representatives excel at multitasking. In short, our Senior Customer Service Representatives are the go-to experts who ensure operations run smoothly.

Key Responsibilities

  • Act as the primary liaison for merchants to ensure prompt issue resolution.
  • Oversee a daily influx of merchant communications (phone, chat, and email) and manage tickets, ensuring follow-ups based on agreed timelines.
  • Collaborate with warehouse management and development teams to guarantee timely and professional completion of requests.
  • Foster sustainable, long-term relationships with merchants.
  • Educate merchants about service offerings and assist them in proactive planning to mitigate potential issues.
  • Support merchants throughout their project lifecycles.
  • Identify opportunities to enhance the merchant experience and recommend upgrades and new services as needed.
  • Conduct data analyses to evaluate merchant credits.
  • Prepare for and lead regular client meetings.
  • Become a recognized subject matter expert and hold regular office hours to assist 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 committed to fostering a diverse and inclusive workplace. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.