Onsite Merchant Support Specialist

Location: Iron Mountain, Glendon Road, Kettering NN14 1UB 

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. The backup for this role is the Senior Manager, SFN Quality. 

What you’ll do: 

• Run daily cycle counting and inventory control processes according to written SOP’s 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 prioritization 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 8-10hr shift or more based on business needs.  
• Able to bend, stoop, reach above, and push/pull frequently. 

Perks & Benefits: 

• Medical and Wellness Benefits 
• Life Assurance 
• Income Protection 
• Pension Scheme 
• See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob) 

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