Success Operations Associate

Title: Success Operations Associate

Location: Remote – United States


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.

Location: Remote in India

Shift: Will be required to work US CST day shift.

Role Description:

The Success Operations Associate (SOA) 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 in together with the Operations and Supply Chain Innovation team to support ShipBob’s largest merchants.

The role expectations include building and managing strong 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.

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 strong relationships with Implementation, product and operations teams to ensure a positive business impact.
  • Create paid request tickets as necessary to bill for services.
  • Attend stand up meetings with high volume B2B sites as necessary to relay defects and drive operational excellence.
  • Additional duties and responsibilities as assigned by Manager, Success Operations.

What you’ll bring to the table:

  • 1 to 1+ years 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, all the while delivering results.
  • Ability to follow instructions and perform tasks.
  • 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.

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.