Success Operations Specialist

ShipBob, Inc.•North Aurora, IL

13d•$24•Onsite

About The Position

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. 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 SOS will work with the Operations and Supply Chain Innovation team to support ShipBob’s largest merchants. Expectations include building and managing solid partnerships with merchants through white-glove support and ensuring performance standards are met and exceeded. This requires working in collaboration with Product, Operations, Implementation, Supply Chain Innovation and the Merchant Success teams. This role reports to the Manager, Supply Chain Innovation.

Requirements

Minimum of 1 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, 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.

Responsibilities

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 advanced 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 Retail Fulfillment Manager to ensure purchase orders shipment windows are adhered to and any site inquiries are resolved immediately.
Build solid relationships with Implementation, product and operations teams to ensure a positive business impact.
Create paid request tickets as necessary to bill for services.
Attend FC stand up meetings as necessary to relay defects and push operational excellence.
Additional duties and responsibilities as necessary.