Customer Service Liaison

2 weeks ago

Brampton, Canada ShipMonk Full time

Why ShipMonk?

ShipMonk is the world's largest 3PL for high-growth e-commerce and DTC brands. Since our inception in 2014, we've operated with a singular guiding principle: to help small and medium-sized e-commerce businesses scale by offering technology-driven fulfillment solutions that enable business founders to devote more time to the things that matter most in their businesses. Put simply, ShipMonk helps e-commerce companies stress less and grow more. Headquartered in Fort Lauderdale, FL, ShipMonk has more than 2,500 employees across facilities in Fort Lauderdale, FL, Pittston, PA, Los Angeles, CA, Bay Shore, NY, Las Vegas, NV, Dayton, NJ, Louisville, KY, Fort Worth, TX, Mississauga, Ontario, Canada, Tecate, Mexico, the United Kingdom, and Prague, Czech Republic.

As a Customer Service Liaison, you play a crucial role as the intermediary between our client-facing team and warehouse operations. Your primary responsibility involves facilitating timely communication and updates between various departments, including Receiving, Inventory, Picking, Packing, Wholesale, Special Projects, and Subscription Box, ensuring efficient resolution of time-sensitive issues. By accelerating information flow, you contribute significantly to enhancing our client's experience and resolving issues promptly, ultimately making a meaningful difference in the success of our merchants.

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
- 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 task
- Communicate with clients to define the scope and manage the success of Special Project requests, enabling operations to align and execute effectively.

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.

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