Location: Remote - India

Shift timings: 7:30 PM IST TO 4:30 AM IST (US 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 together with the Operations and Supply Chain Innovation team to support ShipBob’s largest merchants.

The role expectations include building and managing solid 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. This role reports to the Manager, Merchant Success Operations. The backup for this role is the Manager, Merchant Success Operations.

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 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.
• This role includes responsibility for ensuring products are handled, stored, and distributed in a manner that maintains their safety, quality, and legality. Team members are expected to follow all standard operating procedures, report any concerns related to product condition or integrity, support traceability through accurate record-keeping, and contribute to a culture of continuous improvement and product safety awareness.
• Additional duties and responsibilities as assigned by Manager, Success Operations.

What you’ll bring to the table:

• 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.
• 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 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.

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
• See Our High-Performing Culture >>>Check us out on Instagram (@lifeatshipbob)

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