{"id":1524943,"url":"https://alion.io/job/shipmonk-sr-customer-service-representative-3","title":"Sr. Customer Service Representative","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":75,"open_postings":11,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":50,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","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":53000,"max_usd":114000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":717},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-09-30T12:12:32Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-23T08:14:15Z","board_verified":true,"closed_at":null,"days_open":22,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":22},"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.\nAbout The Role: Be a customer hero!\nAre you a customer service superstar ready to take your skills to the next level? ShipMonk is on the hunt for a dynamic and ingenious Senior Customer Service Representative to be a cornerstone of our merchant success! In this pivotal role, you're more than just support; you're a strategic partner, a problem-solver, and a direct contributor to our merchants' \"Happiness.\" You'll leverage your advanced account management and customer service expertise to provide exceptional training, proactive support, and build lasting relationships. If you thrive on expertly juggling tasks, from tracking down product details to coordinating with warehouse teams and developers, all while making our merchants feel valued and understood - then this is the role for YOU. You're the expert who knows how to get sh*t done, and we can't wait for you to join our crew.\nWhat will you be doing? Driving customer success and happiness!\nMerchant Advocacy & Proactive Problem-Solving:\nServe as the primary, trusted point of contact for our valued merchants, championing their needs and facilitating swift issue resolution.\nMasterfully manage a queue of incoming merchant communications (phone, chat, email) and tickets daily, ensuring timely follow-ups and exceeding expectations.\nForge strong partnerships with our warehouse management, operational staff, and development teams to ensure merchant requests are executed flawlessly and professionally.\nBuild and nurture sustainable, long-term relationships with merchants, becoming an indispensable part of their growth journey.\nStrategic Support & Value Creation:\nEducate merchants on ShipMonk’s diverse service offerings, helping them proactively plan and leverage our solutions to minimize issues and maximize efficiency.\nActively support merchants' special projects, guiding them through the entire lifecycle with expertise and enthusiasm.\nIdentify opportunities to enhance the merchant experience, proactively proposing service upgrades and new product solutions tailored to their evolving needs.\nPerform insightful data analyses to evaluate merchant credits and identify trends for continuous improvement.\nPrepare for and confidently lead regular client meetings, showcasing value and strengthening partnerships.\nTeam Leadership & Expertise Development:\nBecome a sought-after Subject Matter Expert (SME) within the Customer Service team.\nHold regular office hours and provide mentorship to support and uplift fellow Customer Service Representatives, fostering a collaborative and high-performing environment.\nContinuously deepen your understanding of ShipMonk's services, internal processes, and the e-commerce landscape.\nWhat are we looking for?\nCommunication & Relationship Pro: You possess exceptional verbal and written communication skills, with a natural ability to articulate complex information clearly, empathetically, and persuasively. You're a master at building rapport and trust.\nProblem-Solving Guru: You have a knack for dissecting complex issues, identifying root causes, and implementing effective solutions. You thrive in a fast-paced environment where quick thinking is key.\nOrganizational Mastermind: You are highly organized, detail-oriented, and can juggle multiple priorities and merchant needs with grace and efficiency.\nLogistics & E-commerce Savvy: You have a solid understanding of logistics, supply chain dynamics, or e-commerce operations, allowing you to speak our merchants' language.\nInitiative & Drive: You're self-motivated, possess a relentless work ethic, and are driven to not just meet, but exceed goals and merchant expectations. You see challenges as opportunities.\nTeam Collaborator & Mentor: You are a supportive and inspiring team player who contributes positively to team morale and is eager to share knowledge and help others grow.\nTech-Comfortable & Analytical: You are comfortable learning and utilizing new software and tools, including CRM systems. You can analyze data to drive informed decisions.\nCustomer Obsessed: You are passionate about delivering unparalleled customer experiences and are genuinely invested in our merchants' success. You go the extra mile every time.\nRequirements\n3-5 years of proven experience in a dynamic Customer Service or Account Management role.\n2-3 years of experience in Logistics, Supply Chain, E-Commerce, or a related field is highly preferred.\nBachelor's Degree or equivalent relevant work experience.\nStellar verbal communication, active listening, and de-escalation skills.\nStrong written communication skills for crafting professional and effective emails and chat interactions.\nProficiency in basic computer applications and a willingness to master new software.\nExperience with CRM software (e.g., Salesforce, Zendesk) is a big plus.\nA positive, can-do attitude, a robust work ethic, and an unwavering desire to create \"Happiness\" for our merchants.\nWork at ShipMonk: Perks That Pack a Punch!\nPTO: Take control of your work-life balance with paid time off.\nPaid Holidays: Enjoy 9 paid holidays throughout the year in the US.\n401k Matching: We invest in your future with a generous 401k match.\nMerit Reviews: Get rewarded for your hard work and dedication.\nCompany Events: Work hard, and play hard with regular team-building events.\nReferral Program: Get rewarded for helping us find amazing talent.\nInclusive Culture: Be yourself and thrive in our casual and upbeat environment.\nHealth Benefits: We offer comprehensive health, vision, and dental insurance options to keep you feeling your best.\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. 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