Control Tower Junior Associate
Location: Remote - India
Shift Timings: The work hours in IST will be 6:30pm to 3:30 am (8am CST to 5pm CST) With Sat and Sunday off. With flexibility to work other shifts in the future based on business requirements.
Role Description:
The SME will join ShipBob’s growing Control Tower team responsible for understanding the unique strategic needs of our Midmarket merchants and delivering massive value to help facilitate their growth and success. The SME will work together with a Portfolio Success Manager(s) and/or Senior Merchant Success Manager(s) to support ShipBob’s largest merchants.
The role expectations include building and managing solid partnerships with merchants through white-glove support and ensuring performance standards are met and exceeded. This role will report to the Manager of SME team.
What you’ll do:
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 teams 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.
What you'll bring to the table:
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.
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
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