Merchant Success Associate

As a member of the ShipBob Team, you will benefit from an environment where everything is achievable. We aim to be a place where you can:

• Write Your Career Story.  Because we are solving some of the most difficult problems in global commerce, you have the opportunity to write the story that will make your career.
• Experience Global Impact and Global Connection.  At ShipBob we benefit from diverse cultures and perspectives in service of the global community.
• Grow With An Ownership Mindset. We believe that great innovation comes from great transparency.  We are more resilient and more creative when we have an inclusive and transparent culture where everyone knows our strengths and opportunities.

Title: Merchant Success Associate 

Location: Remote in India 

Role Description: 

The Merchant Success Associate (MSA) will join ShipBob’s growing Merchant Success team responsible for understanding the unique strategic needs of our Midmarket merchants and delivering massive value to help facilitate their growth and success. The MSA will work together with a Portfolio Success Manager(s) and/or Senior Merchant Success Manager(s) to support ShipBob’s largest merchants. 

The role expectations include building and managing solid partnerships with merchants through white-glove support and ensuring performance standards are met and exceeded.

What you’ll do: 

• Work closely with merchants, merchant success team members and other ShipBob departments to deliver best value. 
• Support merchants to create Warehouse Receiving Orders (WROs) for inbound shipments as per Operations protocol, in addition to resolving UROs (Unidentified Receiving Orders) on behalf of the merchants. 
• Review bill of Lading, manufacturer packing slips and based on those documents create Warehouse Receiving Orders for inbound shipments. 
• Create and/or manage internal/external inventory transfers.  
• Create and track B2B orders, Fulfilled by Amazon (FBA) orders, work orders (kitting, de-kitting, case breakdowns, disposal/donation) on behalf of the merchants. 
• Schedule dock appointments for inbound and outbound shipments on OpenDock Nova or any applicable appointment scheduling tools. 
• Monitor the merchant app daily for red flags and collaborate with the merchant and/or ShipBob departments to ensure smooth flow of orders. 
• Proactively monitor and address queries on shared Slack channels and/or emails for escalations and day-to-day communications. 
• Work with internal Control Tower and Success Operations teams to ensure orders are marked as shipped once they have left a ShipBob Fulfillment Center. 
• Communicate with the merchant / ShipBob Operations and ICQA teams on how to proceed with inventory that fails the quality control process. 
• Provide custom reporting to the merchant using available tools – Retool, PowerBI, et al. 
• Creation of bill of lading, parcel shipping labels & pallet labels. 
• Supervise and coordinate with ShipBob operations for shipping of B2B/retail orders, ensuring accuracy and timeliness with both product and paperwork. 
• Build solid relationships with Implementation teams, internal customers (Operations) to ensure a positive business impact. 
• Escalate urgent issues timely, keeping positive merchant experience at the center of all such decisions. 
• Other duties as assigned by Team Lead and/or Manager of Merchant Success.  

What you'll bring to the table: 

• 1 to 2 years of experience in account management, sales, customer success.  
• Excellent written and verbal English communication skills, with the ability to communicate effectively and confidently with both customers and internal personnel. 
• Proficient and accurate with word processing (Word), spreadsheets (Excel) and competent in navigating the Internet (Intermediary skills for Excel sheets).  
• Ability to manage multiple tasks at the same time, all the while delivering results.  
• Ability to follow instructions and perform tasks. 

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions.  

Reports to:  Manager, Merchant Success 

Perks & Benefits: 

• Medical, Term & Accidental Insurance 
• All Purpose Leave (casual & sick time): 12 days 
• Earned Leave: 15 days 
• Public Holiday: 12 days 
• Generous Maternity & Paternity Leave 
• Quarterly Wellness Day 
• Work From Home Allowance 
• Referral Bonus Program 
• Fun Culture >>> Check us out on Instagram (@lifeatshipbob) 

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions.

About You:

At ShipBob, we’re looking to bring on board people who embody our core values:

• Be Mission-Driven.  We want team members that are passionate about helping entrepreneurs improve their business, and bring that passion every day.
• Be Humble. We have ambitious goals, and our team members understand that success or failure depends on us working together and leaving egos at the door.
• Be Resilient. Logistics is a complicated business. So is software. We value team members that never give up and keep iterating until a problem is solved.
• Be a Creative Problem Solver. As a startup, we value smart, innovative solutions to complex problems. We fall in love with the problem, not our “favorite” solution.
• Be Safety Minded. It’s not just talk; it’s the way you work.

About Us: 

ShipBob is a cloud-based logistics platform that partners with thousands of e-commerce businesses to help make their entrepreneurial dreams a reality. We offer a full suite of fulfillment solutions for our merchants, including the ability to improve their transit times, shipping costs and deliver a best in class experience to their customers. 

As one of the fastest growing tech companies in Chicago backed by blue-chip investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners and SoftBank Vision Fund 2, our goal is to continue to be the best fulfillment technology in the industry. 

ShipBob provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.