Customer Service Liaison

As a Client Experience Liaison, you are a problem-solver inside the warehouse and a key link between Happiness Engineers and Warehouse Operations. You own your building’s warehouse task boards from the moment a request comes in until it is resolved.

You’ll investigate and resolve issues such as missing inbounds, receiving discrepancies, inventory checks, SKU photos, weights and dimensions, and locating returns. You’ll solve what you can directly on the floor, coordinate with Operations when additional support is needed, and route issues requiring specialized support to the right team.

Your goal is to make sure every request has an owner and that most requests are resolved within 24 hours.

This role is onsite five days a week. You’ll work closely with your building’s Inventory team, who will train and certify you on the floor, and with Happiness Engineers, who own the merchant relationship. You may also support Special Projects during the transition to the Special Projects app and help the warehouse during peak periods.

• Own your building’s warehouse task boards, triaging new requests and prioritizing them by age and urgency.

• Investigate and resolve floor issues, including dock sweeps, missing or unreceived inbounds, receiving discrepancies, location and inventory checks, returns identification, SKU photos, and weights and dimensions.

• Operate warehouse equipment as needed, including forklifts, TSPs, OPs, and pallet riders, once trained and certified.

• Perform only tasks you are trained and certified to complete. Stop and confirm with a supervisor if you are unsure.

• Act as the link between Happiness Engineers and Warehouse Operations, providing fast and accurate updates in both directions.

• Expedite time-sensitive work, including priority receipts, launches, and merchant escalations, and keep requesters informed until the work is complete.

• Partner with Operations supervisors and leads to remove blockers and track tasks through completion.

• Identify issues requiring support from specialized teams, such as Billing, Technology/WMS, Carriers, Compliance/Loss Prevention, or Capacity.

• Escalate issues with clear context, evidence, and a specific request for support.

• Explain to CX what will or will not happen and when, so merchants receive clear and timely answers.

• Solve what you can before escalating, and make sure tasks do not age while waiting for someone else.

• Track and work toward board metrics, including the percentage of tasks resolved within 24 hours, time to resolution, and aged tasks.

• Identify recurring issues and root causes, and flag opportunities to address the source rather than the symptom.

• Help reduce the number of tasks Operations creates for CX by resolving issues where they originate.

• Maintain clear documentation of what you found, what you did, and what happens next.

• Support Special Projects as needed during the transition to the Special Projects app and assist on the warehouse floor during peak periods.

• 1–2+ years of warehouse experience, ideally in inventory control, problem solving, receiving, or a 3PL environment.

• Experience with a WMS and task management tools such as Asana, as well as Google Sheets and Docs.

• Equipment certification for a forklift, TSP, OP, or pallet rider is a plus. Willingness to complete required training and certification is essential.

• Strong problem-solving and investigation skills.

• Clear written and verbal communication skills in English; bilingual skills are a plus.

• Strong time management and the ability to manage multiple priorities.

• Ability to lift 50 pounds and stand, walk, and work on the warehouse floor for extended periods.

We believe in building for the long term, and our success is powered by five key differentiators that help us become true partners to our merchants.

• Global Fulfillment Network: Our 12+ owned and operated fulfillment centers span the US, Canada, the U.K., and Mainland Europe. We never outsource, ensuring quality and consistency.
  ● Proprietary Technology: We've eliminated the need for tribal knowledge with our AI-powered platform. It provides a real-time, unified view of inventory and orders, giving our merchants the control and visibility they need to succeed.
  ● Unrivaled Support: We provide hands-on, "mom and pop" support with a global reach. Our dedicated teams are on-site at every fulfillment center, ready to jump into action.
  ● Transparent Pricing: We believe in honest, long-term partnerships. Our all- inclusive pricing means predictable costs, with no hidden fees or surprises.
  ● Committed to the Future: We invest over $10 million annually in research and development to ensure our technology and services continually evolve, helping merchants plant roots with a partner who is here to stay.

Our values are the heart of our culture. We're looking for individuals who embody these principles every day.

• Merchant-first: We handle the logistics so our merchants can focus on what they do best—growing their business.
• People make ShipMonk: We believe in our team and invest in our people.
• Own it: We take ownership of our work, our mistakes, and our successes.
• Get sh*t done: We're a fast-paced, high-growth company that values action and results.
• Change the score: We challenge the status quo, constantly innovating and improving.

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.