Sr. Customer Service Representative

Sr. Customer Service Representative

Support Description **About the Job**

Our **Sr. 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 are responsible for overseeing the accounts of our VIP Merchants and leading a team of 3-5 Account Support Coordinators. They serve as the face and voice of the ShipMonk brand and have a passion for providing world-class service and delivering value to our Merchants.

Whether it involves checking on a received products bin locationwhile simultaneously planning a shipment with our warehouse manageror expertly juggling multiple chats, theyre always ready and able to multi-task, no problem. In other words, our **Sr.** **Customer Service Representatives** know how to get sh*t done and we wouldnt be able to get by without them!

**Responsibilities**

* Serve as the primary point of contact for your designated VIP Merchants to facilitate timely issue resolution

* Manage queue of incoming merchant contacts (phone, chat, and email) and cases on a daily basis

* Serve as the escalation point for 3-5 Support Representatives and coach them to resolve problems in a timely manner

* Handle escalation contacts for accounts managed by your team

* 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 merchants projects and assist throughout their lifecycle

* Identify opportunities to improve merchant experience and propose upgrades and new products as appropriate

Requirements **Superpowers Required**

* Bachelor's Degree in Business or Communications preferred

* Proven work experience as a Customer Service Lead, Account Coordinator or Account Manager, leading a team of 2-5

* 2-3 years of experience in logistics, supply chain, 3PL, SaaS

* Proven ability to juggle multiple accounts at a time while providing exceptional service

**Perks of ShipMonker**

* Health benefits available after 60 days (medical, dental, vision)

* Unlimited vacation

* 401(k) retirement plan

* Wellness program (onsite gym, healthy snacks, etc.)

* Fun work environment (trampoline, ping pong table & games, monthly gathering)

* Dog-friendly work environment

* Referral Bonus Program

*ShipMonk 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.*