At a Glance
- Tasks: Support and train 3PL partners to ensure top-notch operations and fulfilment success.
- Company: Join a dynamic team at ShipBob, a leader in e-commerce fulfilment.
- Benefits: Enjoy medical benefits, life assurance, and a pension scheme.
- Other info: Hybrid role with opportunities for growth and a vibrant company culture.
- Why this job: Make a real impact by optimising partner performance and enhancing merchant experiences.
- Qualifications: 4-6 years in operations or e-commerce fulfilment; strong relationship-building skills.
The predicted salary is between 35000 - 45000 £ per year.
Location: This is a hybrid role based out of our sites in Kettering & Birmingham.
Working Timings: Afternoon shift (2:00 - 10:00 pm UK time).
Role Description: The role is an individual contributor responsible for developing and supporting our partner fulfillment centers to ensure they are all performing to the necessary standards. This role will oversee new startup functions including project management, systems training, and equipment set up. The Operations Support Manager will build solid partnerships with new and existing 3PL partner sites by understanding their unique needs and facilitating their success within ShipBob's dashboard and suite of fulfillment services. This role reports to the Senior Operations Support Manager.
What you'll do:
- Supporting our 3PLs:
- Training: Coach and guide our 3PL partners to success defined by our metrics on the ShipBob Scorecard. Set up tailored training sessions for all stakeholders based on merchant needs and specific dashboard configuration and functionality. Reinforce training materials, on an ongoing basis, provided during Phase I and Phase II training to encourage self-service and seamless interaction with ShipBob dashboard and services.
- Troubleshoot: Find and Course-Correct. Support the relationship to handle questions, requests, and issues related to onboarding at ShipBob as a 3PL partner site.
- Adoption: Inspire 3PL partner use of Key ShipBob Features and Tools/Dashboard. Bridge ShipBob 3PL partner objectives with ShipBob capabilities to push use of key functions and features of operational WMS and SOP's. Work with the 3PLs to ensure quality closure of internal tickets (proper root cause analysis and resolution).
- Supporting the execution of Best-in-Class operations:
- Timely and accurate Inbound Operations that support fulfilment operations to commence accurately. Provide accurate, visual, and detailed feedback to our merchants, in case of expectations misalignment, through our support team. Value Added Service (VAS) Operations are being completed accurately by the 3PL and queries to requirements are being quickly resolved. Work with Freight partners to organize transport where coordination is required. Support the development of efficient and scalable kitting solutions as the sites and demand for solutions grow. Support the 3PL partners on CI and efficiency initiatives. Lease with ShipBob internal stakeholders to coordinate resources and support 3PLs.
- Supporting our Merchants:
- Perform: Nail Key Performance Indicators (KPIs). SLAs: Help 3PL partners achieve all key metrics (KPIs and SLAs) which foster a world-class merchant experience. Work with the Merchant Experience Specialists (MES) to understand the Merchant Care Dashboard statistics and trends. Work with the 3PL on their specific improvement plans escalating to the site leadership team and your Line Manager if progress had not been made. Weekly review of space utilization and opportunities to consolidate inventory IDs to reduce costs for the merchant. Work together with the 3PL to execute changes required. Work with 3PLs to resolve any urgent escalation or out of SLA request, with the merchant top of mind, and communicate outcomes accordingly to both ShipBob and 3PL stakeholders.
- Supporting our Internal Customers:
- Support the operational Support Team (Control Tower) in getting timely responses to operational queries, resolving escalations, and providing general status updates. Work with Merchant Care and Inventory Control Quality Assurance (ICQA) to ensure internal queries (Jira), our ticketing system, are responded to as thoroughly as possible with trends being resolved more tactically through root cause investigations. Attend Weekly Business Review calls with our 3PL partners, supporting follow-up actions for completion. Attend daily stand-up calls with internal teams and take ownership of closing action items. Provide weekly reporting and visibility to our local commercial team. Support the National Ops Manager by taking on challenges and being prepared to be the next clear successor for this role.
- Comply with all food safety and compliance policies and regulations. Additional duties and responsibilities as necessary.
What you will bring to the table:
- Demonstrated ability to build solid relationships and get business done.
- Patience/Resilience: Knack for teaching and helping 3PL partners, ensuring adoption of ShipBob SOP's, tools, and WMS systems.
- Enjoyment of standardized processes, with a curious mind and CI mindset.
- Minimum 4-6 years of operations, e-commerce fulfillment experience, or a fast-paced environment and managing new teams and setting them up for success.
- Advanced understanding of either outbound or inbound fulfillment operations.
- Ability to be on-site up to 90% of the time, including weekends and nights, if necessary.
- Ability to consistently assess partner site needs and deliver solutions along with connecting partners to the appropriate resources within ShipBob.
- Intermediate skills with Microsoft Office tools (MS Excel).
- Must have access to a vehicle for travel needs between locations.
Perks & Benefits:
- Medical and Wellness Benefits
- Life Assurance
- Income Protection
- Pension Scheme
See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob)
Operations Support Manager in Kettering employer: ShipBob, Inc.
At ShipBob, Inc., we pride ourselves on fostering a collaborative and dynamic work environment in Oxford, UK, where our employees are empowered to grow and thrive. As an Onsite Inventory Control & Merchant Support Specialist, you will benefit from comprehensive training, opportunities for professional development, and a supportive team culture that values innovation and excellence. Join us to be part of a company that prioritises employee well-being and offers a unique chance to make a meaningful impact in the logistics industry.
StudySmarter Expert Advice🤫
We think this is how you could land Operations Support Manager in Kettering
✨Get Involved in Industry Events
Logistics and supply chain are all about networking, so hit up those trade shows and local meetups. Places like the UK's Logistics and Supply Chain conference can be goldmines for connecting with potential employers like ShipBob, Inc. and learning about the latest trends in the industry.
✨Leverage Online Communities
Join forums and LinkedIn groups specifically for logistics professionals. Share your insights and ask questions to get noticed. Being active in these spaces can help you establish credibility and might just lead to an opportunity at ShipBob, Inc.!
✨Showcase Your Skills with a Portfolio
Even if it’s a full-time gig, having a portfolio can really set you apart. Include case studies or projects that demonstrate your understanding of supply chain management, logistics software, or solving operational challenges. You’d be surprised at how much this can impress hiring managers.
✨Apply Directly Through Our Website
Don't forget the power of applying directly through our website! A lot of companies like ShipBob, Inc. keep job postings exclusive to their sites. This way, you can easily keep track of your applications and ensure your profile is in front of the right people.
We think you need these skills to ace Operations Support Manager in Kettering
Some tips for your application 🫡
Show Your Supply Chain Savvy:In your CV and cover letter, make sure to highlight your understanding of logistics and supply chain management principles. Mention any relevant courses you've taken or tools you've used, like inventory management software or data analysis platforms, to showcase your skills and keep up with best practices in the industry.
Quantify Your Achievements:When detailing your previous work experience, remember to use numbers wherever possible. Did you improve delivery times by a specific percentage? Did you help reduce costs? These kinds of quantified achievements not only catch the eye but also demonstrate your capability in the logistics sector.
Tailor Your Cover Letter to ShipBob, Inc.:This is your chance to really connect with the team at ShipBob, Inc.. In your cover letter, express why you're passionate about supply chain logistics and how your goals align with the company’s mission. A little personalisation goes a long way!
Include Relevant Certifications:If you've got any certifications related to logistics or supply chain management—like APICS or Six Sigma—make sure you flaunt them! These show that you're committed to your professional development and can set you apart from other candidates.
How to prepare for a job interview at ShipBob, Inc.
✨Know Your Logistics Tools
Make sure you're familiar with key logistics software and tools like SAP or Oracle ERP. These are often used in the industry, and being able to demonstrate your knowledge or experience with them can really set you apart during your interview with ShipBob, Inc..
✨Perfect Your Problem-Solving Skills
Expect to tackle scenarios that showcase your problem-solving skills. Think about past experiences where you've had to optimise supply chains or handle logistics challenges. Have a few examples ready to discuss how you made decisions that led to improvements.
✨Show Your Team Spirit
Supply chain roles heavily rely on teamwork and communication. Be prepared to discuss how you've collaborated with others in previous roles. Maybe share a time when you coordinated with a team to resolve a logistical hiccup. This can show ShipBob, Inc. that you're a team player!
✨Understand the Big Picture
Be ready to talk about the broader logistics and supply chain trends. Having insights into current challenges in the industry, like sustainability or lead times, can impress the interviewers at ShipBob, Inc.. Show them you’re not just focused on the day-to-day but also have a strategic mindset!
