Success Operations Associate

Overview

The Success Operations Associate supports ShipBob's largest B2B merchants within the Supply Chain Innovation team, building merchant partnerships through white-glove support and ensuring performance standards are met and exceeded.

What you'll do

• Create and accurately maintain merchant-facing purchase order trackers reflecting current PO status and merchant- and retailer-specific data.
• Coordinate shipments by communicating with operations and transportation companies/brokers to ensure timely load pickups of purchase orders from ShipBob fulfillment centers.
• Create accurate and compliant BOLs in accordance with retailer and GS1 standards.
• Manually create/generate retailer packing slips, shipping labels, and carton and pallet labels where necessary.
• Arrange dock appointments for outbound shipments.
• Provide the retail compliance team with supporting documentation as needed for retailer chargebacks to aid in the dispute process.
• Escalate urgent issues in a timely manner, keeping positive merchant experience at the center of decisions.
• Submit error-free shipment notices to retailers.
• Monitor error reporting tools, troubleshoot defects, and escalate tech issues to appropriate internal teams.
• Follow SOPs for retailer routing processes and manage retailer TMS (transport management system) to ensure timely routing per guidelines.
• Collaborate with on-site B2B leads to ensure purchase order shipment windows are adhered to and site inquiries are resolved immediately.
• Build relationships with Implementation, Product and Operations teams to ensure 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.
• Ensure products are handled, stored, and distributed in a manner that maintains their safety, quality, and legality; follow all SOPs, report concerns related to product condition or integrity, support traceability through accurate record-keeping, and contribute to continuous improvement and product safety awareness.
• Perform additional duties and responsibilities as assigned by the Manager, Success Operations.

What you'll need

• At least 1 year of experience managing operations and backend activities through coordinating with multiple departments.
• Excellent written and verbal English communication skills, including the ability to express oneself with confidence.
• Proficiency and accuracy with Word and Excel, and competence in navigating the Internet (intermediate Excel skills).
• Ability to manage multiple tasks at the same time 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 to communicate effectively with both customers and internal personnel.

Details

• Location: Remote - India.
• Shift: 2:30 pm - 11:30 pm IST (Indian Standard Time), to support business in the UK.
• Reports to the Manager, Merchant Success Operations.