Sr. Customer Service Representative
On-site · Louisville, Kentucky, United States
Job Summary
Senior Customer Service Representative at ShipMonk, responsible for driving merchant happiness through proactive problem-solving, strategic support, and relationship-building. Acts as the primary point of contact for merchants, manages a high-volume queue of communications, collaborates with warehouse and development teams, educates merchants on ShipMonk’s offerings, leads client meetings, and mentors junior team members. Exhibits strong communication, organizational, and analytical skills, with a focus on delivering unparalleled customer experiences, operational excellence, and long-term merchant success.
Required Qualifications
- 3-5 years of proven experience in a dynamic 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
- Stellar verbal communication, active listening, and de-escalation skills
- Strong written communication skills for crafting professional and effective emails and chat interactions
- Proficiency in basic computer applications and a willingness to master new software
- Experience with CRM software (e.g., Salesforce, Zendesk) is a big plus
- A positive, can-do attitude, a robust work ethic, and an unwavering desire to create "Happiness" for our merchants
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