Senior Customer Service Representative
| Company | ShipMonk |
|---|---|
| Location | Wilkes-Barre, PA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- 3-5 years of experience in a Customer Service position.
- 2-3 years of experience in Logistics, Supply Chain, or E-Commerce.
- Bachelor’s Degree or equivalent work experience.
Responsibilities
- Serve as the primary point of contact for merchants to facilitate timely issue resolution.
- Manage a queue of incoming merchant contacts (phone, chat, and email) and tickets on a daily basis, including following up on inquiries based on committed dates.
- 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 the merchant experience and propose upgrades and new products as appropriate.
- Perform data analyses for evaluation of merchant credits.
- Prepare for and conduct regular client meetings.
- Become a sought-after SME, and hold regular office hours to support fellow Customer Service Representatives.
Preferred Qualifications
-
No preferred qualifications provided.