Merchant Success Associate

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Requirements:

• 1 to 2 years of experience in account management, sales, customer success.
• Excellent written and verbal English communication skills, with the ability to communicate effectively and confidently with both customers and internal personnel.
• Proficient and accurate with word processing (Word), spreadsheets (Excel) and competent in navigating the Internet (Intermediary skills for Excel sheets).
• Ability to manage multiple tasks at the same time, all the while delivering results.
• Ability to follow instructions and perform tasks.

Responsibilities:

• Work closely with merchants, merchant success team members and other ShipBob departments to deliver best value.
• Support merchants to create Warehouse Receiving Orders (WROs) for inbound shipments as per Operations protocol, in addition to resolving UROs (Unidentified Receiving Orders) on behalf of the merchants.
• Review bill of Lading, manufacturer packing slips and based on those documents create Warehouse Receiving Orders for inbound shipments.
• Create and/or manage internal/external inventory transfers.
• Create and track B2B orders, Fulfilled by Amazon (FBA) orders, work orders (kitting, de-kitting, case breakdowns, disposal/donation) on behalf of the merchants.
• Schedule dock appointments for inbound and outbound shipments on OpenDock Nova or any applicable appointment scheduling tools.
• Monitor the merchant app daily for red flags and collaborate with the merchant and/or ShipBob departments to ensure smooth flow of orders.
• Proactively monitor and address queries on shared Slack channels and/or emails for escalations and day-to-day communications.
• Work with internal Control Tower and Success Operations teams to ensure orders are marked as shipped once they have left a ShipBob Fulfillment Center.
• Communicate with the merchant / ShipBob Operations and ICQA teams on how to proceed with inventory that fails the quality control process.
• Provide custom reporting to the merchant using available tools – Retool, PowerBI, et al.
• Creation of bill of lading, parcel shipping labels & pallet labels.
• Supervise and coordinate with ShipBob operations for shipping of B2B/retail orders, ensuring accuracy and timeliness with both product and paperwork.
• Build solid relationships with Implementation teams, internal customers (Operations) to ensure a positive business impact.
• Escalate urgent issues timely, keeping positive merchant experience at the center of all such decisions.
• Other duties as assigned by Team Lead and/or Manager of Merchant Success.