The Onsite Merchant Support Specialist helps monitor and complete inventory control-related activities for all ShipBob merchants at our partner fulfillment centers. As the sole ShipBob representative onsite, you will partner directly with leadership and associates to resolve any merchant concerns or requests. 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.

• Run daily cycle counting and inventory control processes according to written SOPs 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 the root cause of inventory adjustments and lead efforts to correct them.
• Perform audits or other actions requested by merchants within the site.
• Respond and resolve merchant-facing requests via the ticketing system around inventory-related issues within a 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 the OSS Area Manager.
• Present weekly performance reports during business reviews with leaders from the partner fulfillment center.
• Comply with all food safety and compliance policies and regulations.
• Ensure products are handled, stored, and distributed in a manner that maintains their safety, quality, and legality.
• 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.

• 2+ years of experience with ICQA processes in a 3PL or warehousing environment.
• Proficiency with Warehouse Management System software.
• Experience using an RF Scanner preferred.
• Demonstrated ability to work independently without direct supervision on-site.
• Effective written and verbal communication skills; experience communicating directly with customers or vendors preferred.
• Excellent time-management and prioritization skills.
• Strong 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 health limitations.
• Able to stand and walk continuously during an 8-10 hour shift or more based on business needs.
• Able to bend, stoop, reach above, and push/pull frequently.

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 key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions.

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.

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 centers in the United States, Canada, United Kingdom, Europe, and Australia. ShipBob is backed by leading investors 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.