Senior Success Operations Associate
Location: Remote - India
Role Description:
The Senior Success Operations Associate (Sr. 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 Sr SOA will work together with the Operations and Supply Chain Innovation teams to support ShipBob’s B2B merchants. They will build and manage sound partnerships by working in concert with Merchant Success Associates (MSA) and Senior Merchant Success Associates (Sr. MSA) The role expectations include building and managing strong 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:
Act as a point of contact for MSAs, Merchant Success Managers for all things B2B
Meet with MSAs, Merchant Success Managers to communicate prioritization of work, risks, and facilitate resolution on issues affecting their performance
Coordinate shipments by communicating with operations, transportation companies/brokers to ensure timely load pickups of purchase orders from the ShipBob fulfillment centers
Create and accurately maintain merchant-facing purchase order trackers that reflects the PO status at all times
Escalate urgent issues timely, keeping positive merchant experience at the center of all such decisions
Review and create bills of lading, manufacturer packing slips, shipping labels, carton & pallet labels
Arrange dock appointments for outbound shipments
Supervise and coordinate shipping of outbound orders, ensuring accuracy and timeliness with both product and paperwork
Submit error-free shipment notices to the retailers in the retailer-defined format
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 leads/OSSes to ensure SLAs are met and orders are shipped in line with the retailer shipping windows.
Build strong relationships with Implementation teams, product and operations to ensure a positive business impact.
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 Success Operations Specialist (SOS)/Team Lead/ Manager
What you’ll bring to the table:
A minimum of 2+ years of experience in operations/ customer success role. Experience in logistics, account management or customer success roles is a plus.
Knowledge and understanding of communication best practices, tools, and techniques for a wide variety of purposes and audiences.
Familiarity with inventory and order management and shipping processes is a plus.
Excellent and effective communication and negotiation skills, with the ability to communicate effectively with senior management and other departments.
Ability to effectively organize and manage multiple team/company initiatives and encourage coworkers to do the same.
Proficient with Microsoft Office 365, Google Suite. Knowledge of SalesForce, Tableau, Microsoft PowerBI and Microsoft SSMS is a plus.
Solid understanding of business goals and standards for customer service
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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