Customer Service Liaison

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

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.