Job description
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, Dayton, NJ, Louisville, KY, Fort Worth, TX, Mississauga, Ontario, Canada, Tecate, Mexico, the United Kingdom, and Prague, Czech Republic.
We are seeking a Customer Experience Specialist to join our Post Purchase team here at ShipMonk. This position will focus on key aspects contributing to the success of our new Post Purchase business unit.
What you'll do:
- Be a key functional player in a small, agile team to drive the success of our new Post-Purchase (currently MonkProtect) business unit. This means sharing in our passion for building and improving new products.
- Own and improve the MonkProtect shipping and fulfillment claims resolution process for efficiency, accuracy, and consistency.
- Navigate through our inventory management system, merchant orders, and electronic documents to process and resolve claims
- Evaluate independent documents, including video, written email correspondence, photos of damaged items/boxes, etc. against MonkProtect claims resolution policies to approve or reject claims
- Ensure MonkProtect claims are resolved the same day
- Effectively communicate with carriers to maximize carrier claims reimbursementsProcess payments sent from the carrier insurance company
- Own and improve the MonkProtect support process to ensure our merchants feel heard and supported while also synthesizing feedback to our core team for product improvements
- Navigate Salesforce to understand and resolve MonkProtect support ticket flow in coordination with the broader ShipMonk Support organization
- Communicate directly with merchants, ensuring that their questions, issues, or feedback are addressed within an acceptable time window
- Synthesize feedback from merchant support tickets and provide insights to the core MonkProtect to drive product improvements
What you'll need:
- A passion for client service
- A record of being self-driven with a burning need for process efficiency and continuous improvement
- The ability to learn, understand and apply knowledge of carrier insurance guidelines and other federal regulations applicable to the transportation industry
- Excellent written and oral communication skills
- Ability to manage multiple priorities as well as the flexibility to adapt to change with new systems updates and methods while working in a fast-paced, collaborative, and results-driven environment
- Proficient in basic computer skills, including Microsoft Office (Outlook, Word, Excel and Google Sheets)
- Experience in the transportation or logistics industry OR experience with processing claims
- Investigative, analytical, and growth mindset
We are exceptionally proud of our dedicated, 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.
Perks Of Being a ShipMonker
Full health benefits coverage (medical, dental, vision)- Unlimited Paid Vacation Time
- 401(k) retirement plan
- Dog-friendly workplace
- Wellness program (onsite gym, healthy snacks)
- Fun work environment (trampoline, ping pong table & games)
- Referral Bonus Program 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
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