Sr. Customer Service Representative
Core
Senior Customer Service Representative acting as a strategic partner and primary point of contact for ecommerce merchants, driving customer success through proactive problem-solving, account management, and relationship building.
Role type
Senior Customer Service Representative (Account Management focus)
Builds
Merchant success and satisfaction within the 3PL and e-commerce logistics domain
Domain
Logistics, Supply Chain, E-commerce
Deliverable
client delivery
Required skills
Account management, complex issue resolution, CRM proficiency, data analysis, verbal and written communication, stakeholder management, project coordination (via careerplan.io/jobs/4989431101-sr-customer-service-representative-at-shipmonk)
Preferred skills
Logistics or supply chain background, e-commerce operations experience, Salesforce or Zendesk experience, mentorship capabilities
Responsibilities
Serve as primary trusted point of contact for merchants; manage incoming communications (phone, chat, email) and tickets; coordinate with warehouse and development teams; educate merchants on service offerings; lead client meetings; mentor fellow Customer Service Representatives
Seniority
Senior, hands-on IC with mentorship responsibilities