Customer Service Liaison

Job description

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. **What you'll do:** - Work Order & Operational Triage - Review open work orders and identify items requiring immediate feedback. - Determine when escalation or clarification is needed from Warehouse or Happiness Engineers. - Relay operational questions to the appropriate individuals and ensure responses are delivered efficiently. - Maintain strong cross-department communication to prevent bottlenecks. - Warehouse & Fulfillment Expertise - Develop and maintain full comprehension of all warehouse departments and fulfillment processes. - Conduct periodic check-ins with department leads to stay aligned on priorities. - Assist warehouse teams with priority Special Project tasks when needed. - During peak season, actively support warehouse operations (picking, packing, EC-batching, labeling, kitting, sorting). - Embrace an “all hands on deck” mindset during high-volume periods. - Client Communication & Scope Definition - Communicate with clients to define project scope, gather requirements, and clarify expectations. - Ensure a complete understanding of deliverables before execution begins. - Project Coordination & Execution - Align Operations with project objectives and ensure clear execution instructions. - Create orders and manage receivings to support project execution. - Monitor account balances, inventory levels, and operational readiness. - Monitoring & Timelines - Track progress against deadlines and milestones. - Adjust strategy proactively to protect timelines. - Client Experience & Resolution - Provide consistent updates to clients throughout the project lifecycle. - Proactively identify and resolve issues impacting success. - Escalate unresolved or complex issues appropriately to avoid delays. - Team Coordination & Continuity - Maintain communication with Sr. CXL and Liaison team members. - Ensure proper documentation of Special Projects. - Support PTO/OOO coverage planning to maintain continuity. **What you'll need:** - 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. - Cross-Functional Bridge Builder – Strengthens collaboration across departments by relaying questions to the right stakeholders, conducting routine check-ins with warehouse leads, and maintaining alignment between client expectations and operational reality. - Client-Focused Project Manager – Clearly defines scope, manages timelines, monitors milestones, and keeps clients consistently informed while ensuring operational instructions are executable and aligned with project goals. - Hands-On, “All-In” Contributor During Peak – Willing to step into warehouse operations during high-volume seasons (picking, packing, kitting, labeling, batching) to protect timelines and deliver results when it matters most. - 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 - Proficient verbal and written English skills. - Advanced problem solving - Multitasking - Time management - Proficiency with computer programs (like Google Sheets, Docs, etc.) **Perks That Pack a Punch** 💰 Competitive Salary + Bonus 🏖️ Paid Time Off + Paid Holidays 🩺 Health, Dental, Vision + 401k with Match 🌱 Company Events, Wellness Programs & More 📍 HQ in Fort Lauderdale + Global Fulfillment Network 🌍 Inclusive, Growth-Oriented Culture Ready to lead the support team of the future? Apply now and help our merchants stress less, grow more — and experience CX like never befo **About ShipMonk** ShipMonk isn't just a 3PL; we're a **growth partner for merchants**. We provide cutting-edge technology and a network of owned and operated fulfillment centers that empower high-growth ecommerce and DTC brands to stress less and grow more. With over 2,500 employees across five countries, we're on a mission to revolutionize fulfillment by providing everything from the fastest click-to-delivery and real-time inventory to custom solutions—all with a **merchant**-**first** mindset. **Why ShipMonk?** 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 Core Values** 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.