What are the responsibilities and job description for the Customer Service Representative position at ShipMonk?
Our Customer Service Representatives are the lifeblood of ShipMonk, combining account management and customer service skills with a dab of ingenuity. They play a critical role in creating a stress-free process and generating Happiness for our Merchants.
They serve as the primary point of contact for our Merchants to facilitate timely issue resolution. This role is responsible for providing training, support, and problem resolution to ShipMonk accounts. They work closely with the accounts, our warehouse management, and staff, and developers to ensure requests are done on time and in a professional manner.
Whether it involves checking on a received product’s bin location—while simultaneously planning a shipment with our warehouse manager—or expertly juggling multiple chats, they’re always ready and able to multi-task, no problem. In other words, our Customer Service Representatives know how to get sh*t done and we wouldn’t be able to get by without them!
What you'll do:
- The Customer Service Representative will 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, including following up to inquiries based on dates that were committed to
- The Customer Service Representative will partner with our 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 merchant’s projects and assist throughout their lifecycle
- The Customer Service Representative will identify opportunities to improve merchant experience and propose upgrades and new products as appropriate
What you'll need:
- 1-2 years of experience in a Customer Service position
- 1-2 years of Experience in Logistics, Supply Chain, or E-Commerce
- Bachelors Degree or equivalent work experience