The customer is always right—it’s an age-old adage that unfortunately isn’t lived up to as much as it should be. There are too many people out there who’ve had bad customer service experiences like delayed or ghosted emails, calls with heavy wait times, unresolved issues, and website chats that feel more like bots than people.

While less-than-awesome “customer service” employees may not think those less-than-awesome interactions matter, they mean everything to an ecommerce brand because they are the difference between a buyer coming back or going to a competitor. Not on our watch!

ShipMonk is an enterprise that understands the demands of ecommerce brand life. As such, we have to be more attuned to amazing customer service than most entities because we cater to ecommerce brands whose operations rely on our swift, dedicated responses and ability to resolve anything thrown at us. We’re far beyond a handful of people with computer stalls in the corner of corporate headquarters, our awesome customer service staff is spread across our 12 worldwide locations with the shared mission of delivering world-class service.

ShipMonk Happiness Engineers

All in all, we’re dedicated to ensuring that the ecommerce brands who are our clients are HAPPY. That’s where ShipMonk got the name for our Client Experience team members. We call them Happiness Engineers because they are highly trained and incredibly committed to giving all ecommerce brand clients joyous interactions.

These ecommerce brand and fulfillment logistics experts combine account management and customer service with ingenuity and efficiency. Going more in depth, let’s take a look at the 8 criteria that describe every Happiness Engineer we bring into our fulfillment family.

#1 Shipping Expert

Each of our Happiness Engineers is expected to learn and stay up to date on everything shipping. 

• Need info on the shipping carriers we work with?
• Curious about saving on imports from an overseas manufacturer?
• Want to learn about the different shipping services we offer?
• Interested in our popular expedited 2-day delivery?
• Eager to compete with global brands like a local with speedy, affordable shipping?
• Hoping to get the most out of our exclusive Virtual Carrier Network?

ShipMonk Happiness Engineers are fully fluent and familiar with all of these shipping topics and more. They happily help ecommerce brand clients with all aspects of our shipping partners, shipping methods, and shipping procedures. 

#2 Problem Solver

Happiness Engineers are ready and willing to assist our ecommerce clientele at a moment’s notice. While we pride ourselves on creating a “stress less, grow more” environment where ecommerce brands of all sizes across all verticals can thrive, we accept that sometimes a problem may pop up. When it does, Happiness Engineers are thoroughly trained to address it in a direct, creative, and effective manner. In accordance with that, all Happiness Engineers are instilled with a mastery of:

• Ecommerce brand needs
• Our wide array of 3PL services
• Fulfillment center operations
• Navigation of our advanced 3PL software
• Supply chains and shipping carriers
• ShipMonk’s +75 integrations
• And more!

That’s a lot of areas to be in the know about, but in order to be the best problem solvers in the ecommerce industry, our elite team is immersed in these topics. That well-rounded knowledge becomes instrumental for quickly identifying and working through any problem that may appear!

#3 Master Listener

American educator, businessman, and author of The 7 Habits of Highly Effective People Stephen R. Covey once said: “Seek first to understand, then to be understood.” Our Happiness Engineers embrace this motto and make it their business to keep their ears open at all times. Part of this means truly listening to the client so we can understand the issues they may be having, which in turn will allow us to reach resolutions they are happy with. The other side of this coin is listening to the market and being open to continually absorbing as much new knowledge as possible so we can apply that to better, faster problem solving for ecommerce brands.

ShipMonk Happiness Engineers

#4 Friendly

At ShipMonk, it makes no difference to us whether you’re a small-to-medium sized ecommerce brand or giant ecommerce enterprise; our Client Experience team treats every client with respect, patience, kindness, and an upbeat, can-do attitude. Our Happiness Engineers are always friendly and will give you the same caring and compassionate attention that your ecommerce brand would want to give its customers. 

Why? Well, first of all, it’s basic human decency. Second, being good to others is a part of our culture and approach to doing business, which has been embedded in our way of life since our 2014 inception. After all, we literally call our support people Happiness Engineers. What more proof of commitment do you need?

#5 Multitasker

In order to succeed as an ecommerce brand, multitasking is key. It’s not just about having your eye on the ball; it’s about doing that with several active ball shooting machines aimed at you from multiple directions. ShipMonk is proud to be one of the fastest-growing logistics companies in the country, and part of getting there and retaining that title means being able to handle volume and a wide range of subject matter. 

Our Happiness Engineers can balance both while still operating at a high level. Need someone to check on a received product’s bin location, plan a shipment with a fulfillment center, look up inventory status, and teach you how to integrate a new marketplace through our software? ShipMonk Happiness Engineers are the expert jugglers who can take those tasks on simultaneously, reliably, and with a smile.  

ShipMonk Happiness Engineers

#6 Tech Savvy

ShipMonk is the ecommerce 3PL that drives the industry forward through technology and innovation. Revamping the long-static logistics industry is what prompted our founder Jan Bednar to found ShipMonk in the first place, and we haven’t stopped challenging the norm and evolving to help ecommerce brands grow since then. Accordingly, our Happiness Engineers need to be tech savvy enough to live up to the heart of our business and assist our ecommerce brand clientele with every aspect of our software and other technical matters. 

Moreover, we expect Happiness Engineers to be proficient enough to effectively teach our clients how to navigate our technology if they need help transitioning into it, or just come across a trickier area down the road. Either way, the best Happiness Engineers are also the most skilled tech teachers, and they’re here to help our clients navigate the maze of ecommerce!

#7 Adapts to Change

Being on the right side of change puts our 3PL and our clients in the best possible position to shine and stand out against the competition year after year. While Pokémon were only meant to evolve one, maybe two times, ecommerce brands (and the ecommerce industry as a whole) live in a constant state of evolution. Brands anticipate it as much as we do, and as such ShipMonk is always expanding its 3PL offerings from B2B to Amazon SFP, from international shipping to Section 321 fulfillment, and on and on and on. 

We keep evolving because we know that growing ecommerce brands are no different, and Happiness Engineers need to be able to keep evolving too. To be a part of this advanced Client Experience team, you need to be able to adapt to change as surely as you embrace and even enact it if you see room for improvement.

#8 Proactive

What’s extra special about Happiness Engineers is that they can often solve our customers’ problems before they arise by anticipating needs and being on the lookout for opportunities, weaknesses, and changes on the horizon. Overall, being proactive is a pivotal part of what makes a Happiness Engineer because this quality helps to optimize our clients’ time and helps us deliver on our signature “stress less, grow more” promise.

ShipMonk Happiness Engineers

How Can We Help You Be Happy?

We’ve said it before but, in keeping with a third-time’s-the-charm mentality, we’ll say it again. ShipMonk is all about helping ecommerce brands stress less and grow more. We’ve designed every aspect of our omnichannel ecommerce 3PL services around that goal, and our Happiness Engineers live and breathe the same core principle. Contact us today to speak with one of our amazing support team members if you are a client, or an ecommerce brand aspiring to partner with a 3PL that’s devoted to their clientele.

And if you have all the right stuff to be a Happiness Engineer, browse our available career opportunities and apply now. We always welcome amazing people who want a fulfilling job in every respect!

ShipMonk Happiness Engineers