Merchant Success Associate

The Merchant Success Associate (MSA) will join ShipBob’s growing Merchant Success team responsible for understanding the unique strategic needs of our Midmarket merchants and delivering massive value to help facilitate their growth and success. The MSA 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 Senior Manager, Merchant Success. 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. 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. Provide custom reporting to the merchant using available tools – Retool, PowerBI, et al. Supervise and coordinate with ShipBob operations for shipping of B2B/retail orders, ensuring accuracy and timeliness with both product and paperwork.