As a member of the ShipBob Team, you will...

Grow with an Ownership Mindset: We champion continuous learning and innovation. You'll take on real problems, create tangible solutions, and drive results that move the needle for ShipBob, our merchants, and for your own professional growth. If you're ready to do the most meaningful work of your career, this is the place.
Collaborate with Peers and Leaders Alike: At ShipBob, leaders are accessible; feedback flows in both directions, and everyone, regardless of their seniority or role, steps up to help when needed. We hold each other to high standards because we trust each other to meet them. That combination of transparency and mutual respect is what makes the work here feel worth doing.
Experience a High-Performance Culture and Clear Purpose: We are results-driven and clear about what that means: our goals are specific, accountability is shared, and every team member can see how their work connects to our mission. When we hit milestones, we celebrate them together. When we fall short, we learn and move forward.

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 ShipBobs 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 ShipBobs 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 youll 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
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.