Description
As a Senior Success Operations Associate at ShipBob, you will join the Supply Chain Innovation team responsible for understanding the unique strategic needs of each B2B merchant and delivering massive value to help facilitate their growth and success.
You will work closely with the Operations and Supply Chain Innovation teams to support ShipBob's B2B merchants, building and managing sound partnerships with Merchant Success Associates (MSA) and Senior Merchant Success Associates (Sr. MSA).
Key responsibilities include:
- Acting as a point of contact for MSAs and Merchant Success Managers for all things B2B
- Communicating prioritization of work, risks, and facilitating resolution on issues affecting performance
- Coordinating shipments and ensuring timely load pickups
- Creating and maintaining merchant-facing purchase order trackers
- Escalating urgent issues and ensuring a positive merchant experience
- Reviewing and creating bills of lading, shipping labels, and other documents
- Arranging dock appointments for outbound shipments
- Supervising and coordinating shipping of outbound orders
- Submitting error-free shipment notices to retailers
- Following SOPs for retailer routing processes and management of retailer TMS
- Collaborating with on-site leads and OSSes to ensure SLAs are met
- Building strong relationships with Implementation teams, product, and operations
Requirements:
- Minimum 2+ years of experience in operations/customer success role
- Experience in logistics, account management, or customer success roles is a plus
- Knowledge of communication best practices, tools, and techniques
- Familiarity with inventory and order management and shipping processes is a plus
- Excellent communication and negotiation skills
- Ability to effectively organize and manage multiple team/company initiatives
- Proficient with Microsoft Office 365, Google Suite
- Knowledge of SalesForce, Tableau, Microsoft PowerBI, and Microsoft SSMS is a plus