--- title: 'Customer Service Liaison at ShipMonk' canonical: 'https://feeny.ai/job/customer-service-liaison-shipmonk-louisville-b06pmkqtc1ds' type: 'job' last_seen: '2026-10-19' --- # Customer Service Liaison at ShipMonk - **Company:** ShipMonk - **Location:** Louisville, KY - **Posted:** 2026-10-15 - **Last confirmed live:** 2026-10-19 - **Apply:** https://job-boards.eu.greenhouse.io/shipmonk/jobs/5007204101 ## 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. ## About ShipMonk ## Company Overview - **One-liner**: ShipMonk is a third-party logistics (3PL) provider that uses proprietary technology and a global fulfillment network to help direct-to-consumer (DTC) ecommerce brands scale operations and deliver orders with high accuracy. - **Entity Type**: Private (funded by venture capital and private equity; also bootstrapped and profitable) - **Headquarters**: Fort Lauderdale, Florida, United States - **Founded**: 2014 - **Founders**: Jan Bednar ## Core Business - **Primary industry**: Third-party logistics (3PL), ecommerce fulfillment, supply chain management - **Target customers**: Fast-growing DTC ecommerce brands, as well as B2B and retail merchants, ranging from small startups to high-volume enterprises - **Mission / purpose**: To help merchants “stress less and grow more” by becoming the most innovative and trusted tech fulfillment partner, working with fastest-growing brands and helping them scale through best-in-class fulfillment and software. ## Products & Services - **Fulfillment Services**: End-to-end order fulfillment including receiving, pick/pack, kitting, inventory management, and shipping for both DTC and B2B channels. The company handles high SKU counts, complex kitting, and seasonal peaks with a claimed 99.9% accuracy. - **Proprietary Technology Platform**: A unified dashboard providing real-time visibility into inventory, orders, and shipping across all sales channels. Includes predictive analytics to reduce carrying costs and prevent stockouts, multi-carrier rate shopping, and integrations with ERPs and ecommerce platforms (Shopify, etc.). - **Global Logistics Network**: Owned and operated fulfillment centers strategically located in the US, Canada, and Europe, reaching 95% of the US within 2 days. Offers multi-carrier shipping, returns management, and branded tracking pages. - **Post-Purchase Services**: Custom packing, branded tracking pages, and streamlined returns to improve the customer experience and brand loyalty. - **Enterprise-Grade Solutions**: Dedicated team and technology for high-volume merchants, with SLAs, detailed billing, landed cost calculations, and ROI reports. ## Market Standing - **Valuation / Market Cap**: Not disclosed (private company) - **Key Metric**: Annual Revenue of $309.9M (as of latest available data) — [LinkedIn] Total Funding of $365.1M across three rounds — [LinkedIn] - **Notable Investors/Partners**: - **Summit Partners** (led $290M private equity round, Dec 2020) - **Periphas Capital** (led $65M PE round, Jan 2021) - **SJF Ventures** (led $10M Series A, Oct 2018) - Acquired Ruby Has Fulfillment in 2022 - **Growth Signals**: - Employs 2,000+ team members across 11+ facilities in the US, Canada, and Europe (as stated on company website and LinkedIn profile) - Recognized on Inc. 5000 list for eight consecutive years; Deloitte Technology Fast 500; Entrepreneur 360 List - Founder Jan Bednar named Ernst & Young Entrepreneur of the Year National Winner - Claims 55% reduction in click-to-delivery time for clients - Active job postings: ~34 (as of mid-2026) — [LinkedIn] ## Competitive Advantages - **Proprietary Technology**: A purpose-built platform offering real-time inventory visibility, predictive analytics, and multi-carrier rate shopping that integrates seamlessly with major ecommerce and ERP systems. - **High Accuracy & Uptime**: 99.9% order accuracy and 99.98% platform uptime, with a 4.5 rating on the Shopify App Store. - **Global Infrastructure**: Owned and operated fulfillment centers located to reach 95% of US customers within 2 days; expanding coverage in Europe and North America. - **Bootstrapped Profitability**: The company is financially stable and profitable, allowing long-term investment in technology and service without dependence on continuous external funding. - **Merchant-First Support**: Dedicated account management (“mom & pop support at a global scale”) combined with enterprise-grade resources and transparent pricing. ## Strategic Focus - **Scalability**: Continuing to expand the global fulfillment network to serve high-volume DTC brands and enterprise clients, especially through cross-border logistics in Europe and North America. - **Data & AI Optimization**: Investing in predictive analytics, AI-driven inventory optimization, and automation to improve efficiency and reduce costs for merchants. - **Enterprise Growth**: Strengthening the enterprise-grade offering with dedicated teams, SLAs, and deeper integrations to capture larger accounts. - **Post-Purchase Experience**: Enhancing branded tracking, returns management, and customer communication features to help merchants differentiate on customer experience. - **Talent & Culture**: Building a diverse, global team focused on core values of “Merchant-First,” “Own It,” “Get Sh*t Done,” and “Change the Score.” ## Why Work Here - **Culture & Values**: ShipMonk emphasizes a collaborative, fun, and inclusive work environment with core values like “Get Sh*t Done” and “Own It.” The company celebrates achievements with onsite events, raffles, weekly awards (e.g., Thank You Thursdays), and team activities. - **Career Development**: Promotes from within, offers advancement opportunities, and encourages employees to “stress less and grow more” in their careers. - **Impactful Roles**: Every team member, from warehouse associates to data scientists, has a direct impact on the company’s success and the growth of ecommerce brands. - **Work Environment**: The company operates fulfillment centers and office locations; roles range from on-site warehouse positions to remote-friendly corporate functions (e.g., data science, product management). - **Global Team**: Over 2,000 employees across the US, Czechia, Mexico, Canada, Philippines, and more, providing a diverse and international workplace. - **Notable Benefits**: Weekly rewards, lounge spaces, holiday celebrations, and a focus on team bonding. The careers page highlights “building connections with great colleagues” as a frequent reason employees enjoy working there. ## Sources 1. [ShipMonk Corporate Website](https://www.shipmonk.com/) 2. [ShipMonk About Us Page](https://www.shipmonk.com/resources/about-us) 3. [ShipMonk Careers Page](https://www.shipmonk.com/resources/careers) 4. 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