Merchant Care Representative at ShipBob

| Chicago
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Company Overview

Launched in 2014, ShipBob is a tech-enabled fulfillment and logistics solution for growing e-commerce companies. Our goal is to alleviate the daily stress associated with picking, packaging and shipping so business owners can focus on more important aspects of their brand. Through our software and operations arm, we are on a mission to help businesses be successful online.

We pride ourselves on our inclusive and richly diverse company culture. All voices are heard regardless of tenure or job title. We are looking for creative problem solvers with a strong work ethic and ability to persevere.

Job Summary

ShipBob is looking for a customer-oriented service representative who can consistently provide a world class B2B, Merchant experience. This approach includes…

  • listening to the merchant’s inquiry to accurately understand their inquiry or issue
  • empathizing and/or apologizing for the situation in a meaningful & genuine way
  • identifying and executing a solution… keeping in mind that there is always a solution
  • delivering on your commitments and executing on agreed upon solutions

As a Merchant Care Representative, 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.

Your Responsibilities

  • Work closely with assigned & non-assigned B2B Merchants to handle their inquiries and issues professionally, effectively, efficiently and accurately
  • Identify and assess our Merchant’s needs to achieve service delight
  • Have a balanced approach to solving Merchant issues that minimizes the company’s financial liability while maximizing the Merchant experience [win win approach]
  • Effectively manage queue of incoming tickets and calls on a day-to-day basis, including following up to inquiries based on dates that were committed to
  • Build sustainable relationships of trust through open and interactive communication
  • Provide accurate, valid, and complete information by using the right methods/tools
  • Troubleshoot Merchant issues
  • Take criticism on the chin, accept responsibility on company's behalf and exhibit composure in dealing with upset clients
  • Keep accurate record of Merchant’s interactions with proper documentation
  • Follow communication procedures, guidelines, and policies
  • Educate Merchants when necessary and appropriate in order to minimize, and prevent, future issues and the need for future support calls/interactions
  • Effectively track and report Merchant feedback in regard to concerns or service failures to management for immediate resolution and continuous improvement priorities
  • Regularly evaluate and identify opportunities to innovate processes in a way that positively impacts the Merchant experience
  • Become a subject matter expert on the ShipBob Dashboard and inbound, inventory and outbound fulfillment processes so that you can coach & guide our Merchants towards success through the most optimal use of our technology & services
  • Become a subject matter expert on ShipBob policies and procedures

Skills Required

  • Highly motivated & enthusiastic self-starter with an insatiable drive to succeed
  • Strong customer service experience & customer orientation who thrives in a fast paced environment
  • Passionate about providing a memorable, world class customer service experience by resolving client issues in a friendly, helpful way
  • Strong sense of integrity and commitment to go above and beyond in order to exceed customer expectations the first time
  • Ability to clearly demonstrate compassion, empathy, and genuineness in communication
  • Ability to think on your feet and provide lightning-quick resolutions to clients
  • Adaptable to new situations & constantly changing environment
  • Strong phone contact handling skills and active listening
  • Ability to effectively handle high-stress interactions and de-escalate highly emotional situations
  • Ability to exhibit solution oriented problem solving approach and maintaining objectivity
  • Ability to adapt/respond to different types of personalities, dispositions and communication approaches
  • Excellent listener and communicator, with superb interpersonal skills
  • Ability to work collaboratively and as a team player
  • Ability to prioritize work and manage time effectively
  • High attention to detail and accuracy
  • Must have a positive outlook
  • Quick with technology and strong desire to learn how to navigate software programs
  • Strong written and verbal communication skills
  • Ability to negotiate, create ‘win-win’ scenarios
  • Desire and ability to learn the ins & outs of the fulfillment industry to optimally assist our Merchants
  • Must be naturally curious and exhibit curiosity at all times, including asking great questions & challenging the status quo
  • Familiarity with ticketing systems (like Zendesk and/or Salesforce) and practices
  • Ability to identify business process improvement opportunities
  • Must possess business savvy and exhibit logical thought processing
  • Ability to balance patience with sense of urgency

Education & Experience:

  • Minimum of 5 years of experience in Account Management or Customer Service role with proven track record of success
  • Minimum of 2 year of experience supporting B2B customers with proven track record of success
  • Bachelor’s Degree preferred in Business Management, Communications, Supply Chain or Operations Management
  • Industry experience preferred in logistics or fulfillment
  • Preferred experience with Zendesk or Salesforce

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


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