Customer Service Liaison

About ShipMonk

ShipMonk 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.

Why ShipMonk?

We 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.

● Global Fulfillment Network: Our 12+ owned and operated fulfillment centers span the US, Canada, Mexico, 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.
● Unrivaled 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.
● Transparent Pricing: We believe in honest, long-term partnerships. Our all- inclusive pricing means predictable costs, with no hidden fees or surprises.
● 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.

As a Customer Service Liaison, you serve as the conduit of information on time-sensitive issues where the client-facing team requires updates from the warehouse.   You will be the go-between to get information from and provide updates to employees in departments throughout the warehouse (Receiving, Inventory, Picking, Packing, Wholesale, Special Projects, Subscription Box, etc.).  

The 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.

What you'll do:

• The Customer Service Liaison will review the status of open work orders and determine which require immediate feedback from either warehouse or from our Happiness Engineers (our dedicated customer service team members)

• Communicate with the Operations team to relay questions to specific individuals and get answers on behalf of our Happiness Engineers 

• Ensure comprehension of questions and responses

• The Customer Service Liaison will enter updates into the system

• Conduct periodic warehouse location checks, assist in departments as necessary to help complete priority tasks

What you'll need:

• The Customer Service Liaison will use hands and fingers to operate a desktop computer keyboard or other office equipment.

• Lifting, carrying, and/or pushing objects

• Reaching with hands and arms

• Stoop, kneel, or crouch

• Able to lift 50 pounds

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.