As a member of the ShipBob Team, you will...

Grow with an Ownership Mindset: We champion continuous learning and proactive innovation. Team members are encouraged to identify challenges and take ownership of initiatives that drive merchant, company and personal growth. By tackling complex problems and exploring creative solutions, you won’t just follow a playbook, you’ll be actively building the future of ShipBob.
Collaborate with Peers and Leaders Alike: ShipBob values collaboration and support, where team members and leaders alike are committed to helping each other succeed. We all set high standards and understand the importance of transparency at all levels. We’ve created an environment where trust, open communication, and mutual respect motivate our teams to reach new heights.
Experience a High-Performance Culture and Clear Purpose: Our commitment to delivering results creates a goal-driven, high-performance culture where everyone is empowered to contribute to our mission with a clear understanding of their direct impact and accountability. We measure success in tangible ways, allowing each team member to see the positive outcomes of their work and celebrate shared victories.

Location: Remote - India

Role Description:

The Success Operations Specialist (SOS) will join ShipBob’s Supply Chain Innovation team responsible for understanding the unique strategic needs of each of our B2B merchants and delivering massive value to help facilitate their growth and success. The SOA will work together with the Operations and Supply Chain Innovation team to support ShipBob’s largest merchants.

The role expectations include building and managing solid partnerships with merchants through white-glove support and also ensure performance standards are met and exceeded. The role also requires you to work in collaboration with Product, Operations, Implementation, Supply Chain Innovation and the Merchant Success teams. This role reports to the Manager, Merchant Success Operations. The backup for this role is the Manager, Merchant Success Operations.

What you’ll do:

Create and accurately maintain merchant-facing purchase order trackers that reflect current PO status as well as other merchant and retailer specific data.
Coordinate shipments by communicating with operations, transportation companies/brokers to ensure timely load pickups of purchase orders from the ShipBob fulfillment centers.
Create accurate and compliant BOLs in accordance with retailer and GS1 standards.
Manually create/generate retailer packing slips, shipping labels, carton & pallet labels where necessary.
Arrange dock appointments for outbound shipments.
Provide retail compliance team with supporting documentation as needed for any retailer chargebacks issued to aid in the dispute process.
Escalate urgent issues timely, keeping positive merchant experience at the center of all such decisions.
Submit error-free shipment notices to the retailers.
Monitor available error reporting tools, troubleshoot defects, and escalate tech issues to appropriate internal teams.
Follow SOPs for retailer routing processes and management of retailer TMS (transport management system) and ensure timely routing as per guidelines.
Collaborate with on-site B2B leads to ensure purchase orders shipment windows are adhered to and any site inquiries are resolved immediately.
Build relationships with Implementation, product and operations teams to ensure a positive business impact.
Create paid request tickets as necessary to bill for services.
Prepare and submit weekly and monthly manual billing invoices
Attend stand up meetings with high volume B2B sites as necessary to relay defects and drive operational excellence.
Reconcile required shipping documents with actual shipments and contact sites for anything missing.
Additional duties and responsibilities as assigned by Manager, Success Operations.

What you’ll bring to the table:

At least 2 year of experience in any back-office roles.
Excellent written and verbal English communication skills, including the ability to express oneself with confidence.
Proficient and accurate with word processing (Word), spreadsheets (Excel) and competent in navigating the Internet (Intermediary skills for Excel).
Ability to manage multiple tasks at the same time while delivering results.
Ability to work autonomously once trained
Demonstrated ability to communicate effectively through oral, written, and in-person mediums.
Excellent interpersonal skills necessary to communicate (verbally and intuitively) effectively with both customers and internal personnel.

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
See Our High-Performing 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:

The work we do at ShipBob is both challenging and rigorous, which means our environment isn’t the right fit for everyone, and that’s okay. We welcome energetic high performers who thrive in a dynamic, collaborative, results-driven environment. We value individuals who embrace accountability and humility, push boundaries, and are motivated by challenging work. Every team member, no matter their role or tenure, is expected to roll up their sleeves and tackle the complex problems we face in today’s global supply chain.

Learn more about our core values and how we perform at a high level in our day-to-day work on our Culture page (https://www.shipbob.com/careers/culture/).

About Us:

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, 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.

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.

There is no deadline to apply for this position, as ShipBob accepts applications on an ongoing basis.

Success Operations Specialist

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