Job Description

TITLE: SFN Success Lead- Mid Atlantic (Franchise Onsite Support Specialist)

LOCATION: Mid Atlantic/Northeast Region (Edison, New Jersey)

If you’re looking to be at the forefront of disrupting the ecommerce industry, wanting to make your mark and be continuously challenged to grow, your time has come. 

ShipBob is recognized as #1 on Crain's 2020 “Fast 50” list of the fastest-growing companies in Chicago & Inc.5000 top 500 companies with the most proven track records. With this growth, we are looking for top talent to help us reach the next level.

ROLE DESCRIPTION:

The onsite support specialist (OSS) will act as a liason between our internal and external partners. The OSS will provide support, training, and guidance through phone, email, and web/online channels. The OSS assists with all aspects of new business startup and launch, including tracking and analyzing sales activity, coaching, problem-solving, and generating reports for senior staff.

ABOUT US: 

ShipBob is a tech enabled 3PL that partners with over 4,200+ e-commerce businesses to help them be more successful online. We offer a full suite of fulfillment solutions for our merchants, including the ability to improve their transit times, shipping costs and deliver best in class experience to their customers. With almost 100% accuracy rate in fulfilling orders and orders shipped on time, our merchants can count on us to deliver excellent service. 

ShipBob’s growing fulfillment network is powered by our proprietary technology and acts as a back office for logistics, providing merchants with full visibility into orders, inventory levels in real time, and access to advanced analytics, over 27 integrations and data reporting.

As one of the fastest growing tech companies in Chicago with over $130M+ raised from blue-chip investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners and SoftBank Vision Fund 2, our goal is to continue to be the #1 best fulfillment technology in the industry. To help us meet this standard, we are scaling our entire team and looking for people who share our core values and have an entrepreneurial mindset.

ABOUT YOU:

At ShipBob, we’re looking for individuals who embody our core values:

• Be MISSION-DRIVEN.  We want team members that are passionate about helping entrepreneurs improve their business, and bring that passion every day.
• Be HUMBLE. We have ambitious goals, and our team members understand that success or failure depends on us working together and leaving egos at the door.
• Be RESILIENT. Logistics is a complicated business. So is software. We value team members that never give up and keep iterating until a problem is solved.
• Be a CREATIVE PROBLEM SOLVER. As a startup, we value smart, innovative solutions to complex problems. We fall in love with the problem, not our “favorite” solution.
• Be SAFETY MINDED. It’s not just talk; it’s the way you work.

WHAT YOU'LL DO:

• Work closely with franchise SFN partners & internal teams to answer and resolve que of incoming Jira inquiries.
• Coordinate with franchise SFN partners to ensure FOP requests are resolved in a timely manner.
• Work with SFN fulfillment centers through unidentified receiving orders.
• Work closely with B2B Merchants to handle their inquiries and issues in a professional manner.
• Assist in the implementation, training, and coordination of new franchise SFN partner launches.
• Support franchise SFN sites regarding inbound, outbound and warehouse management software questions
• Ability to work in a fast paced environment, and understand how to prioritize tasks for high volume.
• Travel to different locations to help troubleshoot issues

WHAT YOU'LL BRING TO THE TABLE:

• Fulfillment processes, WMS system, the dashboard and ticketing systems (Salesforce and/or Jira)
• Must have Intermediate Skillset with Microsoft and Google Office Products (Excel, Word, Sheets, Docs)
• Strong phone contact handling and active listening skills with attention to detail
• Ability to work collaboratively with other departments in the organization
• Ability to travel to different locations if needed

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions. PERKS & BENEFITS:

• Medical, Dental, Vision & Basic Life Insurance
• Variety of voluntary benefits, such as: short term disability
• Weekly paycheck with paid overtime eligibility 
• $500 Quarterly Perfect Attendance Bonus Potential
• KinderBob Daycare Stipend program
• Paid Time Off & Sick Time Off
• Referral Bonus Program
• Fun Culture >>> Check us out on Instagram

REPORTS TO: Regional Implementation Manager Classification: Hourly/Non-Exempt

ShipBob provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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