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, Louisville, KY, Fort Worth, TX, Mississauga, Ontario, Canada, Tecate, Mexico, the United Kingdom, and Prague, Czech Republic.
What you'll do:
- Be SME (Subject Matter Expert) for HE/Support team. Supporting escalations and managing the end to end resolution cross functionally (Financial, Operations, Carrier)
- Manage and prioritize this queue of inbound requests to drive resolution
- Work closely with operations on identified failures and gaps to resolve processes and SOPs
- Document SOPs and train our contractors to be able to assist
- Work closely on building customer MBRs and data driven presentations that will support HE/AM
- Work closely with carriers on related issues, driving resolution in the network
- Identify gaps in operations and carrier workflows that cause customer escalations and work to close those gaps
What you'll need:
- Bachelor’s degree in Business, Logistics, Operations, or a related field (or equivalent work experience).
- Proven experience in transportation, logistics, or operations roles.
- Strong problem-solving skills and a solution-oriented mindset.
- Exceptional organizational and time-management abilities to prioritize tasks effectively.
- Experience in creating and maintaining SOPs and training materials.
- Proficiency in developing and delivering data-driven presentations.
- Excellent communication and interpersonal skills to work collaboratively across teams and with external carriers.
- Analytical mindset with the ability to identify and address operational inefficiencies.
- Familiarity with transportation networks, carrier operations, and customer support processes is preferred.
We are exceptionally proud of our designated, 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.
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.
