Merchant Experience Specialist

As a member of the ShipBob Team, you will... Grow with an Ownership Mindset : We champion continuous learning and proactive innovation. Team members are encouraged to identify challenges and take ownership of initiatives that drive merchant, company and personal growth. By tackling complex problems and exploring creative solutions, you won’t just follow a playbook, you’ll be actively building the future of ShipBob. Collaborate with Peers and Leaders Alike : ShipBob values collaboration and support, where team members and leaders alike are committed to helping each other succeed. We all set high standards and understand the importance of transparency at all levels. We’ve created an environment where trust, open communication, and mutual respect motivate our teams to reach new heights. Experience a High-Performance Culture and Clear Purpose : Our commitment to delivering results creates a goal-driven, high-performance culture where everyone is empowered to contribute to our mission with a clear understanding of their direct impact and accountability. We measure success in tangible ways, allowing each team member to see the positive outcomes of their work and celebrate shared victories. Location: Onsite (Sydney Or Melbourne) Role Description ShipBob is looking for a Merchant Experience Specialist who will hyper-focus on new and existing merchants and will have the mandate to achieve unparalleled levels of responsiveness and care for our local merchants. This key merchant-facing role will identify areas of improvement regarding merchant interaction, work across various departments to resolve those issues rapidly as they arise, and, more importantly, implement measures to ensure such issues are automatically resolved in the future. This approach includes: Listening to the merchant’s inquiry to accurately understand their inquiry or issue. Identifying and executing a solution… keeping in mind that there is always a solution. Be empowered to resolve the issue directly on first touch. Engage with other departments to resolve the issue in record time. And most importantly, analyze and prioritize potential systemic fixes to ensure ShipBob is #1 in resolution time in the industry. As a Merchant Experience Specialist, you are the voice of ShipBob and are expected to act according to the values of the organization, which include being mission-driven, humble, resilient, a creative problem solver and safety minded. This role reports to Senior Operations Support Manager. What you’ll do Keep systematic records of all touch points and interactions that include any merchants. ALL actions are to be ALWAYS documented in the proper JIRA ticket and SF case Work closely with Merchants to handle inquiries and issues professionally, effectively, efficiently, and accurately, adhering to the Quality process to ensure the highest level of merchant experience. Proactively reach out to merchants (if no MSM is assigned) or to MSMs, to notify and provide advice on any detected issues Make recommendations to leaders if adjustments are needed related to escalated issues. Creative problem-solving and solution-oriented approach to handling, escalating, and resolving Merchant issues resulting in an enhanced Merchant experience via email, inbound and outbound calls. Manage queue of incoming tickets and calls on a day-to-day basis, including consistent follow-up to inquiries (booking calls with the merchants as required) to ensure a complete and timely resolution. Build sustainable relationships of trust through open and interactive communication with Merchants and internal stakeholders. Take criticism on the chin, accept responsibility on the company's behalf, and exhibit composure when dealing with upset merchants. Regularly evaluate and identify opportunities, risk and loss to innovate policies and processes in a way that positively impacts the Merchant experience, proactively updating as needed. Manage multiple applications and resources including contact management systems and knowledge bases. Resourcefully utilize available SOPs, tools, and resources to ensure an exceptional Merchant experience on every interaction, and create new SOPs if one does not exist. Comply to all food safety and compliance policies and regulations. Other duties/responsibilities as necessary. What you’ll bring to the table Minimum of 1 year of experience in a Customer Service role with an established track record of success; previous e-commerce or logistics experience is preferred. Familiar with CRM systems, ticketing systems (Zendesk/Salesforce), and practices. Excellent phone contact handling and active listening skills with attention to detail. Excellent written and verbal English communication skills, including the ability to express oneself with confidence. Ability to effectively handle high-stress interactions and de-escalate situations. Ability to multitask, prioritize and manage time effectively and troubleshoot problems to find speedy resolutions. Ability to work collaboratively with other departments and across various time zones. A highly motivated self‑starter with an eagerness to learn and grow. Proactive and independent, comfortable with driving solutions within autonomy. No ego; no task is “below them” and they are willing to help out where needed. We recognize 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 The work we do at ShipBob is both challenging and rigorous, which means our environment isn’t the right fit for everyone, and that’s okay. We welcome energetic high performers who thrive in a dynamic, collaborative, results‑driven environment. We value individuals who embrace accountability and humility, push boundaries, and are motivated by challenging work. Every team member, no matter their role or tenure, is expected to roll up their sleeves and tackle the complex problems we face in today’s global supply chain. ShipBob is a leading global supply chain and fulfillment technology platform designed for SMB and Mid‑Market ecommerce 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. 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. #J-18808-Ljbffr