--- title: 'Sr. Customer Service Representative at ShipMonk' canonical: 'https://feeny.ai/job/sr-customer-service-representative-shipmonk-louisville-c68qss1y1gah' type: 'job' last_seen: '2026-10-26' --- # Sr. Customer Service Representative at ShipMonk - **Company:** ShipMonk - **Location:** Louisville, KY - **Posted:** 2026-09-30 - **Last confirmed live:** 2026-10-26 - **Apply:** https://job-boards.eu.greenhouse.io/shipmonk/jobs/4989431101 ## 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. About The Role: Be a customer hero! Are you a customer service superstar ready to take your skills to the next level? ShipMonk is on the hunt for a dynamic and ingenious Senior Customer Service Representative to be a cornerstone of our merchant success! In this pivotal role, you're more than just support; you're a strategic partner, a problem-solver, and a direct contributor to our merchants' "Happiness." You'll leverage your advanced account management and customer service expertise to provide exceptional training, proactive support, and build lasting relationships. If you thrive on expertly juggling tasks, from tracking down product details to coordinating with warehouse teams and developers, all while making our merchants feel valued and understood – then this is the role for YOU. You're the expert who knows how to get sh*t done, and we can't wait for you to join our crew. What will you be doing? Driving customer success and happiness! Merchant Advocacy & Proactive Problem-Solving: - Serve as the primary, trusted point of contact for our valued merchants, championing their needs and facilitating swift issue resolution. - Masterfully manage a queue of incoming merchant communications (phone, chat, email) and tickets daily, ensuring timely follow-ups and exceeding expectations. - Forge strong partnerships with our warehouse management, operational staff, and development teams to ensure merchant requests are executed flawlessly and professionally. - Build and nurture sustainable, long-term relationships with merchants, becoming an indispensable part of their growth journey. Strategic Support & Value Creation: - Educate merchants on ShipMonk’s diverse service offerings, helping them proactively plan and leverage our solutions to minimize issues and maximize efficiency. - Actively support merchants' special projects, guiding them through the entire lifecycle with expertise and enthusiasm. - Identify opportunities to enhance the merchant experience, proactively proposing service upgrades and new product solutions tailored to their evolving needs. - Perform insightful data analyses to evaluate merchant credits and identify trends for continuous improvement. - Prepare for and confidently lead regular client meetings, showcasing value and strengthening partnerships. Team Leadership & Expertise Development: - Become a sought-after Subject Matter Expert (SME) within the Customer Service team. - Hold regular office hours and provide mentorship to support and uplift fellow Customer Service Representatives, fostering a collaborative and high-performing environment. - Continuously deepen your understanding of ShipMonk's services, internal processes, and the e-commerce landscape. What are we looking for? - Communication & Relationship Pro: You possess exceptional verbal and written communication skills, with a natural ability to articulate complex information clearly, empathetically, and persuasively. You're a master at building rapport and trust. - Problem-Solving Guru: You have a knack for dissecting complex issues, identifying root causes, and implementing effective solutions. You thrive in a fast-paced environment where quick thinking is key. - Organizational Mastermind: You are highly organized, detail-oriented, and can juggle multiple priorities and merchant needs with grace and efficiency. - Logistics & E-commerce Savvy: You have a solid understanding of logistics, supply chain dynamics, or e-commerce operations, allowing you to speak our merchants' language. - Initiative & Drive: You're self-motivated, possess a relentless work ethic, and are driven to not just meet, but exceed goals and merchant expectations. You see challenges as opportunities. - Team Collaborator & Mentor: You are a supportive and inspiring team player who contributes positively to team morale and is eager to share knowledge and help others grow. - Tech-Comfortable & Analytical: You are comfortable learning and utilizing new software and tools, including CRM systems. You can analyze data to drive informed decisions. - Customer Obsessed: You are passionate about delivering unparalleled customer experiences and are genuinely invested in our merchants' success. You go the extra mile every time. ## Requirements - 3-5 years of proven experience in a dynamic Customer Service or Account Management role. - 2-3 years of experience in Logistics, Supply Chain, E-Commerce, or a related field is highly preferred. - Bachelor's Degree or equivalent relevant work experience. - Stellar verbal communication, active listening, and de-escalation skills. - Strong written communication skills for crafting professional and effective emails and chat interactions. - Proficiency in basic computer applications and a willingness to master new software. - Experience with CRM software (e.g., Salesforce, Zendesk) is a big plus. - A positive, can-do attitude, a robust work ethic, and an unwavering desire to create "Happiness" for our merchants. Work at ShipMonk: Perks That Pack a Punch! - PTO: Take control of your work-life balance with paid time off. - Paid Holidays: Enjoy 9 paid holidays throughout the year in the US. - 401k Matching: We invest in your future with a generous 401k match. - Merit Reviews: Get rewarded for your hard work and dedication. - Company Events: Work hard, and play hard with regular team-building events. - Referral Program: Get rewarded for helping us find amazing talent. - Inclusive Culture: Be yourself and thrive in our casual and upbeat environment. - Health Benefits: We offer comprehensive health, vision, and dental insurance options to keep you feeling your best. ## 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. [ShipMonk LinkedIn Company Profile](https://www.linkedin.com/company/shipmonk) ## Other roles at ShipMonk - [Sales Development Representative](https://feeny.ai/job/sales-development-representative-shipmonk-fort-lauderdale-1fss98amyxm3) — Fort Lauderdale, FL - [Warehouse Associate, Day Shift, $17/hr, Instant Pay, 4 Days On, 3 Off](https://feeny.ai/job/warehouse-associate-day-shift-17-hr-instant-pay-4-days-on-3-off-shipmonk-w2vvpbbwg664) — Louisville, KY - [Director of Sales](https://feeny.ai/job/director-of-sales-shipmonk-fort-lauderdale-a7pfhjnpybfx) — Fort Lauderdale, FL - [Security Engineer](https://feeny.ai/job/security-engineer-shipmonk-prague-5nnz840kgpbt) — Prague, Czechia - [Customer Service Liaison](https://feeny.ai/job/customer-service-liaison-shipmonk-louisville-b06pmkqtc1ds) — Louisville, KY - [Customer Service Liaison](https://feeny.ai/job/customer-service-liaison-shipmonk-pittston-mvcbm8dpa8t6) — Pittston, PA - [Seasonal FT Warehouse Associate - Start $16/hr & Weekly Pay](https://feeny.ai/job/seasonal-ft-warehouse-associate-start-16-hr-weekly-pay-shipmonk-pittston-agednq88qpnw) — Pittston, PA - [Seasonal FT Nights Warehouse Associate - Start $16.75/hr & Weekly Pay](https://feeny.ai/job/seasonal-ft-nights-warehouse-associate-start-16-75-hr-weekly-pay-shipmonk-27mcf1mht7t1) — Pittston, PA - [AI & Data Technical Consultant](https://feeny.ai/job/ai-data-technical-consultant-shipmonk-czechia-poland-prague-czechia-0znezjrdww4t) — Czechia / Poland / Prague, Czechia - [Senior Java Developer](https://feeny.ai/job/senior-java-developer-shipmonk-prague-ks2bb4zh4wgg) — Prague, Czechia