Job description
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.
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.
Our Client Experience Manager serves as a leader in the Merchant Experience organization, responsible for leading a team of account coordinators and account managers. They are responsible for driving account retention and growth and for the growth and development of their team. They must ensure we deliver best-in-class service to merchants and for resolving escalated merchant issues.
This ‘someone’ has experience working with Merchants in the 3PL world and is passionate about coaching and developing their team. In other words, this ‘someone’ rolls up their sleeves and gets sh*t done!
What you'll do:
- Lead and manage a team of Customer Service Representatives
- Recruit, train, mentor, and scale the team
- Drive retention and account growth
- Achieve NPS and service level goals
- Advocate for merchants and be their voice within ShipMonk
- Develop frameworks for the team to leverage in Merchant engagements
- Develop standardized playbooks for interventions and escalations
- Build and maintain strong relationships with merchants
- Gain a deep understanding of our merchants’ business goals
- Collaborate with warehouse GMs and Operations leaders to resolve escalated issues
What you'll need:
- Bachelor Degree preferred
- 4+ years of experience in B2B customer service and/or merchant services
- 2+ years of team leadership experience
- 1+ years of 3PL experience preferred
- Experience with Salesforce Service Cloud a plus
- Experience building and leading a customer service team, ideally in 3-PL is required!
- Experience scaling a successful team during a hyper-growth phase
- Ability to manage influence through persuasion, negotiation, and consensus-building
- Strong empathy for Merchants AND passion for revenue and growth
- Deep understanding of value drivers in recurring revenue business models
- Proven ability to motivate and focus teams, as well as being a friendly empathetic leader
We are exceptionally proud of our dedicated, brilliant ShipMonkers - the employees who collaborate to provide first-class service, solve problems, and collaborate to get the job done. We work hard and have fun at work while prioritizing growth, innovation, and diversity as key values. When we add new positions at ShipMonk, we define the role 80% and look for talented individuals who can join the team, run fast, and co-create the other 20% of their job. We need our team to get engaged from Day 1 to do the work and define the work that will make us successful in the near and long term.
Perks Of Being a ShipMonker
Full health benefits coverage (medical, dental, vision)- Unlimited Paid Vacation Time
- 401(k) retirement plan
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
We are exceptionally proud of our dedicated, brilliant ShipMonkers - the employees who collaborate to provide first-class service, solve problems, and collaborate to get the job done. We work hard and have fun at work while prioritizing growth, innovation, and diversity as key values. When we add new positions at ShipMonk, we define the role 80% and look for talented individuals who can join the team, run fast, and co-create the other 20% of their job. We need our team to get engaged from Day 1 to do the work and define the work that will make us successful in the near and long term.
Perks Of Being a ShipMonker
Full health benefits coverage (medical, dental, vision)- Unlimited Paid Vacation Time
- 401(k) retirement plan
- Dog-friendly workplace
- Wellness program (onsite gym, healthy snacks)
- Fun work environment (trampoline, ping pong table & games)
- Referral Bonus Program 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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