Onsite Merchant Support Specialist

Menlo Ventures; Iron Mountain (MI); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Medical and Wellness Benefits

Life Assurance

Income Protection

Pension Scheme

Culture on Instagram

Job summary

ShipBob is hiring an Onsite Merchant Support Specialist to monitor inventory control at partner fulfillment centers. You will be the sole on-site ShipBob representative, collaborate with leadership, and maintain strict SLA-driven processes to resolve customer concerns.

You will perform cycle counts, investigate discrepancies, conduct audits, and provide weekly performance updates. The role emphasizes safety, compliance, and continuous improvement in fast-paced environments.

Qualifications

• 2+ years of ICQA in a 3PL/warehousing setting.
• Fluent in English (spoken and written).
• Proficient with Warehouse Management Systems.

Responsibilities

• Run daily cycle counting and inventory control per SOPs.
• Investigate discrepancies and report significant variances.
• Perform location checks and reconcile variances within 24 hours.

Skills

ICQA experience

English fluency

WMS proficiency

RF Scanner experience

Independent on-site work

Communication skills

Time management

Detail-oriented

Interpersonal skills

Physical stamina

Tools

WMS software

RF Scanner

Job description

Location:

LTN-2 Iron Mountain Unit 2, Symmetry Way, Pytchley, Kettering, NN14 1FQ

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 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)

#LI-AS1

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 isn’t 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.

Learn more about our core values and how we perform at a high level in our day‑to‑day work on our Culture page ( https://www.shipbob.com/careers/culture/).

About Us:

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.

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.

Use of AI‑Assisted Tools During Recruitment

We may use AI‑assisted tools during the recruitment process to support administrative functions such as transcribing interviews, generating summaries or notes, organizing interview feedback, facilitating candidate communications, and helping recruiters identify candidates whose qualifications may align with job requirements. These tools are designed to assist our recruiting team and are not used to make final hiring decisions. Hiring decisions are made by trained human reviewers who consider the candidate’s application, interview performance, qualifications, experience, and other relevant factors. AI‑assisted tools do not independently determine whether a candidate advances in the hiring process or receives an offer of employment. Where required by applicable law, candidates will be provided with notice regarding our use of AI‑assisted technologies and, where available, information about any applicable rights relating to such processing, including the ability to request additional information or opt out of certain AI‑assisted processing activities. Candidates who exercise available opt‑out rights may be reviewed through alternative processes consistent with applicable law.

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