Onsite Merchant Support Specialist

Shipbobinc; Iron Mountain, Kettering (MI, OH); On-site; USD 38,000 - 60,000; Full time

Benefits offered by this job

Medical and Wellness Benefits

Life Assurance

Income Protection

Pension Scheme

Job summary

ShipBob is seeking an onsite Merchant Support Specialist to monitor inventory at partner fulfillment centers. You will act as the sole ShipBob onsite representative, partnering with leadership to resolve merchant concerns and support scalable operations.

Responsibilities include cycle counts, discrepancy investigations, and 24-hour variance reconciliation, with strong emphasis on accuracy and customer-facing communication. This position is on-site in a fast-paced environment.

Qualifications

• 2+ years of ICQA experience in a 3PL or warehousing environment.
• Fluent English reading/writing/speaking.
• Proficiency with warehouse management software and RF scanning.
• Ability to work independently on-site with strong communication.
• Excellent time management and attention to detail.
• Strong interpersonal skills and adaptability in a fast-paced setting.

Responsibilities

• Run daily cycle counts and inventory control per SOPs.
• Investigate discrepancies with OSS Area Manager and Operations Manager.
• Perform physical location checks and reconcile variances within 24 hours.
• Lead root-cause analysis for inventory adjustments.
• Audit merchant-related inventory and respond to requests via ticketing.
• Provide updates to OSS Area Manager and present weekly reports.

Skills

ICQA

English fluency

WMS proficiency

RF scanner

Independence on-site

Communication skills

Time management

Attention to detail

Interpersonal skills

Physical stamina

Tools

Warehouse Management System

RF Scanner

Job description

As a member of theShipBobTeam, you will...

• Grow with an Ownership Mindset:We champion continuous learning and innovation.You'lltake on real problems,create tangiblesolutions, anddrive results that move the needleforShipBob,our merchants, and for your own professional growth.Ifyou'reready to do the most meaningful work of your career, this is the place.
• Collaborate with Peers and Leaders Alike:AtShipBob,leaders areaccessible;feedback flows in both directions, andeveryone, regardless of their seniority or role, steps up to help when needed.We hold each other tohigh standardsbecause 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 andclear about what that means: ourgoals are specific, accountability is shared, and every team member can see how their work connects toour mission. When we hit milestones, we celebrate them together. When we fall short, we learn and move forward.

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’sutilizingpartner resources.
• Investigate inventory discrepancies reported by the Merchant Support teamand report significant discrepancies to the OSS Area Manager and the Operations Manager onsite.
• Perform physical location checks to ensure quality and reconcile inventory varianceswithin a 24-hour SLA.
• Determinerootcauseof inventory adjustments and lead efforts to correct.
• Perform audits or other actions requested by merchants within the site.
• Respondand resolvemerchantfacing requestsvia ticketing systemaround inventory related issueswithin2-hourSLA.
• Vocalize concerns around inventory practices toOSS Area Manager and Operations Managerhelping toidentifyareas of opportunity in day-to-day processes.
• Communicate updates and relay important operational information aboutmerchantsdirectly toOSS Area Manager.
• Presentweekly performance reports during business review with leaders from partner fulfillmentcenter.
• Complywithall food safety and compliance policies and regulations.
• This role includes responsibility for ensuring products are handled, stored, and distributed in a manner thatmaintainstheir 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 throughaccuraterecord-keeping, and contribute to a culture of continuous improvement and product safety awareness.
• Other duties/responsibilitiesas necessary.

What you’ll bring to the table:

• 2+ years of experience with ICQA processesin a 3PL or warehousing environment.
• Ability to speak, read, and write fluently in English.
• Proficiencywith Warehouse Management System software.
• Experience using an RF Scanner preferred.
• Demonstrated ability to workindependently without direct supervision on-site.
• Possesses effective written and verbal communication skills; displays reading comprehension skills.Experience communicating directly with customers or vendors preferred.
• Excellenttime-managementand prioritization skills.
• Excellent attention todetail.
• Strong interpersonal skills, ability tomaintaina professionaldemeanorand build rapportwith team members.
• Comfortable in a fast-paced andhighlyadaptive environment.
• Ability to lift50lbs.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/pullfrequently.

Perks & Benefits:

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

#LI-AS1

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:

Building the world’s leadingfull-stack fulfillment platformischallengingwork. The problems we solve are complex, the pace is fast, and the bar is high.That meansShipBob’senvironmentisn’tthe rightfit for everyone, andthat’sokay.If you are ready to take ownership,push boundaries, andgrow 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.

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