{"id":2648695,"url":"https://alion.io/job/shipmonk-customer-service-liaison-3","title":"Customer Service Liaison","company":{"id":684961,"name":"ShipMonk","domain":"shipmonk.com","url":"https://alion.io/company/shipmonk","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":77,"open_postings":12,"ghost_share":0,"stale_share":0.917,"repost_share":0,"time_to_fill_p50_days":50,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Administrative","role_family":"Administrative","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Louisville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":26000,"max_usd":58000,"period":"year","method":"role_country_seniority_unknown","sample_n":11684},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Sheets","optional":false}],"status":"live","first_seen_at":"2026-10-15T19:51:09Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-11-05T22:35:51Z","board_verified":true,"closed_at":null,"days_open":21,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":21},"description":"ShipMonk isn't just a 3PL - we're the tech-powered growth partner for ecommerce brands, running 12+ owned fulfillment centers across the US, Canada, the UK, and Europe so our merchants can stress less and grow more.\nAs a Customer Service Liaison, you are a Special Project owner playing a crucial role as an intermediary between our client-facing team and warehouse operations. Your primary responsibility involves facilitating timely communication and updates between various departments, including Receiving, Inventory, Picking, Packing, Wholesale, Special Projects, and Subscription Box, ensuring efficient resolution of time-sensitive issues. By accelerating information flow, you contribute significantly to enhancing our clients' experience and resolving issues promptly, ultimately making a meaningful difference in the success of our merchants.\nThe Customer Service Liaison will have the opportunity to make a meaningful difference in the lives of our merchants by accelerating the flow of communication and helping us solve issues faster.\nWhat you'll do:\nWork Order & Operational Triage\nReview open work orders and identify items requiring immediate feedback.\nDetermine when escalation or clarification is needed from Warehouse or Happiness Engineers.\nRelay operational questions to the appropriate individuals and ensure responses are delivered efficiently.\nMaintain strong cross-department communication to prevent bottlenecks.\nWarehouse & Fulfillment Expertise\nDevelop and maintain full comprehension of all warehouse departments and fulfillment processes.\nConduct periodic check-ins with department leads to stay aligned on priorities.\nAssist warehouse teams with priority Special Project tasks when needed.\nDuring peak season, actively support warehouse operations (picking, packing, EC-batching, labeling, kitting, sorting).\nEmbrace an “all hands on deck” mindset during high-volume periods.\nClient Communication & Scope Definition\nCommunicate with clients to define project scope, gather requirements, and clarify expectations.\nEnsure a complete understanding of deliverables before execution begins.\nProject Coordination & Execution\nAlign Operations with project objectives and ensure clear execution instructions.\nCreate orders and manage receivings to support project execution.\nMonitor account balances, inventory levels, and operational readiness.\nMonitoring & Timelines\nTrack progress against deadlines and milestones.\nAdjust strategy proactively to protect timelines.\nClient Experience & Resolution\nProvide consistent updates to clients throughout the project lifecycle.\nProactively identify and resolve issues impacting success.\nEscalate unresolved or complex issues appropriately to avoid delays.\nTeam Coordination & Continuity\nMaintain communication with Sr. CXL and Liaison team members.\nEnsure proper documentation of Special Projects.\nSupport PTO/OOO coverage planning to maintain continuity.\nWhat you'll need:\nOperationally Fluent & Process-Savvy - Demonstrates full comprehension of warehouse departments, fulfillment workflows, and special project execution, enabling accurate, confident communication between CX and Operations.\nProactive Communicator & Information Broker - Reviews open work orders, identifies priority items requiring immediate action, and ensures timely, accurate feedback between warehouse teams and Happiness Engineers.\nCross-Functional Bridge Builder - Strengthens collaboration across departments by relaying questions to the right stakeholders, conducting routine check-ins with warehouse leads, and maintaining alignment between client expectations and operational reality.\nClient-Focused Project Manager - Clearly defines scope, manages timelines, monitors milestones, and keeps clients consistently informed while ensuring operational instructions are executable and aligned with project goals.\nHands-On, “All-In” Contributor During Peak - Willing to step into warehouse operations during high-volume seasons (picking, packing, kitting, labeling, batching) to protect timelines and deliver results when it matters most.\nDetail-Oriented & Accountable Executor - Manages orders, receivings, inventory levels, and account balances with precision to support seamless Special Project execution and minimize downstream issues.\nCalm Under Pressure & Escalation-Ready - Proactively identifies risks, resolves issues early, and escalates complex problems appropriately to prevent delays and protect client satisfaction.\nAble to lift 50 pounds\nCommunication skills\nProficient verbal and written English skills.\nAdvanced problem solving\nMultitasking\nTime management\nProficiency with computer programs (like Google Sheets, Docs, etc.)\nPerks That Pack a Punch\nCompetitive Salary + Bonus\nPaid Time Off + Paid Holidays\nHealth, Dental, Vision + 401k with Match\nCompany Events, Wellness Programs & More\nHQ in Fort Lauderdale + Global Fulfillment Network\nInclusive, Growth-Oriented Culture\nReady to lead the support team of the future?\nApply now and help our merchants stress less, grow more - and experience CX like never befo\nAbout ShipMonk\nShipMonk isn't just a 3PL; we're a growth partner for merchants. We provide cutting-edge technology and a network of owned and operated fulfillment centers that empower high-growth ecommerce and DTC brands to stress less and grow more. With over 2,500 employees across five countries, we're on a mission to revolutionize fulfillment by providing everything from the fastest click-to-delivery and real-time inventory to custom solutions-all with a merchant -first mindset.\nWhy ShipMonk?\nWe believe in building for the long term, and our success is powered by five key differentiators that help us become true partners to our merchants.\nGlobal Fulfillment Network: Our 12+ owned and operated fulfillment centers span the US, Canada, the U.K., and Mainland Europe. We never outsource, ensuring quality and consistency.Proprietary Technology: We've eliminated the need for tribal knowledge with our AI-powered platform. It provides a real-time, unified view of inventory and orders, giving our merchants the control and visibility they need to succeed.\nUnrivaled Support: We provide hands-on, \"mom and pop\" support with a global reach. Our dedicated teams are on-site at every fulfillment center, ready to jump into action.\nTransparent Pricing: We believe in honest, long-term partnerships. Our all- inclusive pricing means predictable costs, with no hidden fees or surprises.\n•Committed to the Future: We invest over $10 million annually in research and development to ensure our technology and services continually evolve, helping merchants plant roots with a partner who is here to stay.\n\nOur Core Values\nOur values are the heart of our culture. We're looking for individuals who embody these principles every day.\nMerchant-first: We handle the logistics so our merchants can focus on what they do best-growing their business.\nPeople make ShipMonk: We believe in our team and invest in our people.\nOwn it: We take ownership of our work, our mistakes, and our successes.\nGet sh*t done: We're a fast-paced, high-growth company that values action and results.\n Change the score: We challenge the status quo, constantly innovating and improving.\nShipMonk is an equal opportunity employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.","description_format":"text","description_chars":7454,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["401k plan","Company events","Wellness"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Logistics","Warehousing"],"lifecycle":[{"event":"open","at":"2026-10-15T20:56:29Z"}],"visa":[],"liveness":{"score":53,"band":"ok","label":"Likely open","p_open":1,"p_active":0.59,"p_room":0.9,"age_days":20,"expected_fill_days":50,"reasons":["conf:3","stale_co","win:mid","comp:junior"],"computed_at":"2026-11-05T05:54:30Z"},"pay":null,"html_url":"https://alion.io/job/shipmonk-customer-service-liaison-3","json_url":"https://alion.io/job/shipmonk-customer-service-liaison-3.json","meta":{"generated_at":"2026-11-06T02:26:07Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4048,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":684961},"rest":"https://alion.io/mcp/rest/get_company?id=684961"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fshipmonk-customer-service-liaison-3"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fshipmonk-customer-service-liaison-3"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fshipmonk-customer-service-liaison-3"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/shipmonk-customer-service-liaison-3\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fshipmonk-customer-service-liaison-3"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2648695}},{"tool":"search_jobs","arguments":{"company":"shipmonk.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2648695},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}