Onsite Merchant Support Specialist

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.

Role Description: The Onsite Merchant Support Specialist helps to monitor and complete inventory control related activities for all ShipBob merchants at our partner fulfillment centers. As the sole ShipBob representative onsite, they partner directly with leadership and associates to resolve any merchant concerns or requests. At ShipBob, it is imperative to provide a great merchant experience while supporting our fulfillment center partners and developing scalable operations. This role reports to the Senior Manager, SFN Quality.

What you’ll do:

• Run daily cycle counting and inventory control processes according to written SOPs utilizing partner resources.
• Investigate inventory discrepancies reported by the Merchant Support team and report significant discrepancies to the OSS Area Manager and the Operations Manager onsite.
• Perform physical location checks to ensure quality and reconcile inventory variances within a 24-hour SLA.
• Determine root cause of inventory adjustments and lead efforts to correct.
• Perform audits or other actions requested by merchants within the site.
• Respond and resolve merchant-facing requests via ticketing system around inventory related issues within 2-hour SLA.
• Vocalize concerns around inventory practices to OSS Area Manager and Operations Manager helping to identify areas of opportunity in day-to-day processes.
• Communicate updates and relay important operational information about merchants directly to OSS Area Manager.
• Present weekly performance reports during business review with leaders from partner fulfillment center.
• Comply with all food safety and compliance policies and regulations.
• 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.
• Other duties/responsibilities as necessary.

What you’ll bring to the table:

• 2+ years of experience with ICQA processes in a 3PL or warehousing environment.
• Ability to speak, read, and write fluently in English.
• Proficiency with Warehouse Management System software.
• Experience using an RF Scanner preferred.
• Demonstrated ability to work independently without direct supervision on-site.
• Possesses effective written and verbal communication skills; displays reading comprehension skills.
• Experience communicating directly with customers or vendors preferred.
• Excellent time-management and prioritisation skills.
• Excellent attention to detail.
• Strong interpersonal skills, ability to maintain a professional demeanor and build rapport with team members.
• Comfortable in a fast-paced and highly adaptive environment.
• Ability to lift 50 lbs. without any health limitations.
• Able to stand and walk continuously during and up to an 8-10 hr shift or more based on business needs.
• Able to bend, stoop, reach above, and push/pull frequently.

We recognise 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.

About You: Building the world’s leading full-stack fulfillment platform is challenging work. The problems we solve are complex, the pace is fast, and the bar is high. That means ShipBob’s environment is not the right fit for everyone, and that’s okay. If you are ready to take ownership, push boundaries, and grow alongside a team that genuinely supports each other, we would love to hear from you.

ShipBob is a leading global supply chain and fulfillment technology platform designed for SMB and Mid-Market e-commerce merchants to provide them access to best-in-class capabilities and to deliver a delightful shopper experience. Merchants can outsource their entire fulfillment operations, utilize ShipBob’s proprietary warehouse management system for in-house fulfillment, or take advantage of a hybrid solution across ShipBob’s dozens of fulfillment center network in the United States, Canada, United Kingdom, Europe, and Australia.

ShipBob is backed by leading investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners, and SoftBank Vision Fund 2, and is one of the fastest-growing tech companies headquartered in Chicago.

At ShipBob, every full-time employee gets access to our best-in-class AI and productivity tools from Day 1 at no cost. This isn’t a pilot or a perk for select teams. It’s standard for everyone. We believe innovation isn’t owned by one department. Whether you’re in Talent, Operations, Finance, Engineering, or Customer Success, we expect you to ask: how can this be done better, faster, or smarter? These tools are our investment in your ability to find those answers.

We may use AI-powered tools during our interview process to support things like notetaking and organizing feedback so our teams can stay focused on getting to know you. These tools help create a more consistent and thoughtful experience. That said, every hiring decision is made by a human.

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.

There is no deadline to apply for this position, as ShipBob accepts applications on an ongoing basis.