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Sr. Customer Service Representative

Description:

Serve as the primary point of contact for merchants and resolve issues quickly and professionally.
Manage incoming merchant communications and tickets across phone, chat, and email, ensuring timely follow-up.
Partner with warehouse management, operations staff, and development teams to execute merchant requests.
Build and maintain long-term merchant relationships and support their growth journey.
Educate merchants on ShipMonk’s services and help them plan proactively to prevent issues.
Support merchants with special projects throughout the full lifecycle.
Identify opportunities to improve the merchant experience and recommend service upgrades or new solutions.
Analyze data related to merchant credits and trends to support continuous improvement.
Prepare for and lead regular client meetings to demonstrate value and strengthen partnerships.
Act as a subject matter expert within the Customer Service team and mentor other representatives.

Requirements:

3-5 years of proven experience in a Customer Service or Account Management role.
2-3 years of experience in Logistics, Supply Chain, E-Commerce, or a related field is highly preferred.
Bachelor's degree or equivalent relevant work experience.
Strong verbal communication, active listening, and de-escalation skills.
Strong written communication skills for professional email and chat interactions.
Proficiency in basic computer applications and willingness to learn new software.
Experience with CRM software such as Salesforce or Zendesk is a plus.
Ability to analyze data and use insights to inform decisions.
Highly organized, detail-oriented, and able to manage multiple priorities.
A positive, can-do attitude and strong work ethic focused on merchant happiness.

Benefits: