ShipMonk integrates with its sales channels to make shipping and fulfillment stress-free, so you can focus on scalable growth. It offers direct-to-consumer fulfillment and technology tools for e-commerce companies. Backed by SJF Ventures.
About the role
As a Customer Service Liaison, you are a Special Project owner playing a crucial role as an 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.
What they're looking for
- Operationally Fluent & Process-Savvy – Demonstrates full comprehension of warehouse departments, fulfillment workflows, and special project execution, enabling accurate, confident communication between CX and Operations
- Proactive Communicator & Information Broker – Reviews open work orders, identifies priority items requiring immediate action, and ensures timely, accurate feedback between warehouse teams and Happiness Engineers
- Detail-Oriented & Accountable Executor – Manages orders, receivings, inventory levels, and account balances with precision to support seamless Special Project execution and minimize downstream issues
- Calm Under Pressure & Escalation-Ready – Proactively identifies risks, resolves issues early, and escalates complex problems appropriately to prevent delays and protect client satisfaction
- Able to lift 50 pounds
- Communication skills
More about this role
ShipMonk isn't just a 3PL — we're the tech-powered growth partner for ecommerce brands, running 12+ owned fulfillment centers across the US, Canada, the UK, and Europe so our merchants can stress less and grow more.
As a Customer Service Liaison, you are a Special Project owner playing a crucial role as an 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 clients' experience and resolving issues promptly, ultimately making a meaningful difference in the success of our merchants.
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.
- Work Order & Operational Triage
- Review open work orders and identify items requiring immediate feedback.
- Determine when escalation or...
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