Merchant Success Associate

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. This role will report to the Senior Manager, Merchant Success. 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 teams 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.

ShipBob is a leading global supply chain and fulfillment technology platform designed for SMB and Mid-Market ecommerce merchants to provide them access to best-in-class capabilities and to deliver a delightful shopper experience. Merchants can outsource their entire fulfillment operations, utilize ShipBob's proprietary warehouse management system for in-house fulfillment, or take advantage of a hybrid solution across ShipBob's dozens of fulfillment center network in the United States, Canada, Mexico, United Kingdom, Europe, and Australia. ShipBob is backed by leading investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners, and SoftBank Vision Fund 2, and is one of the fastest-growing tech companies headquartered in Chicago.