Senior Success Operations Associate

Overview

The Senior Success Operations Associate joins ShipBob's Supply Chain Innovation team to understand the strategic needs of B2B merchants and support their growth and success, working alongside Operations, Supply Chain Innovation and Merchant Success teams. This role reports to the Manager, Merchant Success Operations.

What you'll do

• Act as a point of contact for MSAs and Merchant Success Managers for all things B2B.
• Meet with MSAs and Merchant Success Managers to communicate prioritization of work and risks, and facilitate resolution of issues affecting their performance.
• Build and manage strong partnerships with merchants through white-glove support, ensuring performance standards are met and exceeded.
• Coordinate shipments by communicating with operations and transportation companies/brokers to ensure timely load pickups of purchase orders from ShipBob fulfillment centers.
• Create and accurately maintain merchant-facing purchase order trackers that reflect PO status at all times.
• Escalate urgent issues in a timely manner, keeping positive merchant experience at the center of decisions.
• Review and create bills of lading, manufacturer packing slips, shipping labels, and carton and pallet labels.
• Arrange dock appointments for outbound shipments.
• Supervise and coordinate shipping of outbound orders, ensuring accuracy and timeliness with both product and paperwork.
• Submit error-free shipment notices to retailers in the retailer-defined format.
• Follow SOPs for retailer routing processes and management of retailer TMS (transport management system), ensuring timely routing per guidelines.
• Collaborate with on-site leads/OSSes to ensure SLAs are met and orders ship within retailer shipping windows.
• Build strong relationships with Implementation, Product and Operations teams to ensure positive business impact.
• Ensure products are handled, stored and distributed in a manner that maintains their safety, quality and legality, following all SOPs, reporting product condition concerns, supporting traceability through accurate record-keeping, and contributing to continuous improvement.
• Perform additional duties and responsibilities as assigned by the Success Operations Specialist (SOS), Team Lead or Manager.

What you'll need

• A minimum of 2+ years of experience in an operations or customer success role.
• Knowledge and understanding of communication best practices, tools, and techniques for a wide variety of purposes and audiences.
• Excellent and effective communication and negotiation skills, with the ability to communicate effectively with senior management and other departments.
• Ability to effectively organize and manage multiple team/company initiatives and encourage coworkers to do the same.
• Proficiency with Microsoft Office 365 and Google Suite.
• Solid understanding of business goals and standards for customer service.

Nice to have

• Experience in logistics, account management or customer success roles.
• Familiarity with inventory and order management and shipping processes.
• Knowledge of Salesforce, Tableau, Microsoft Power BI and Microsoft SSMS.

Details

• Location: Remote - India.
• Ongoing applications accepted; there is no application deadline.