National Operations Support Specialist

1 week ago

Sydney, New South Wales, Australia ShipBob, Inc. Full time

Title: National Operations Support Specialist (OSM)

Location: Onsite - Sydney or Melbourne, Australia, Ability to be on-site up 90% of the time including weekends, if necessary.

Role Description:

You will be accountable for the enhancement and backing of our partner fulfillment centers to guarantee they are all operating up to our established standards. This position will supervise new startup functions, such as project management, systems training, and equipment setup. The Operations Support Manager will establish strong partnerships with new 3PL partner sites by grasping their unique requirements and facilitating their success within ShipBob's dashboard and suite of fulfillment services.

What you'll do:

  • You will be required to dedicate approximately 90% of your time on-site. Some interstate/nationwide travel may be necessary.
  • Supporting our 3PLs:
    • Training: Guide and Mentor our 3PL partners towards success as defined by our metrics on the ShipBob Scorecard.
    • Determine customized training sessions for all stakeholders based on merchant needs and specific dashboard configuration and functionality.
    • Reinforce training materials continually provided during Phase I and Phase II training to encourage self-service and seamless interaction with ShipBob dashboard and services.
  • Troubleshoot: Identify and Correct.
    • Manage the relationship to address questions, requests, and issues related to onboarding at ShipBob as a 3PL partner site.
    • Promote 3PL partner utilization of Key ShipBob Features and Tools/Dashboard.
    • Align ShipBob 3PL partner objectives with ShipBob capabilities to drive utilization of key functions and features of operational WMS and SOP's.
    • Collaborate with the 3PLs to ensure thorough resolution of internal tickets (effective root cause analysis and resolution).
  • Supporting the execution of Best In Class operations.
    • Timely and accurate Inbound Operations to support fulfillment operations to commence effectively.
    • Offer accurate, visual, and comprehensive feedback to our merchants, in case of expectations misalignment, through our support team.
    • Ensure accurate completion of Value Added Service (VAS) Operations by the 3PL and swift resolution of queries to requirements.
    • Coordinate with Freight partners for transport organization where needed.
    • Aid in the development of efficient and scalable kitting solutions as the sites and demand for solutions expand.
    • Assist the 3PL partners on CI and efficiency initiatives.
    • Coordinate with ShipBob internal stakeholders to allocate resources and support to 3PLs.
  • Supporting our Merchants:
    • Accomplish: Excel Key Performance Indicators (KPIs).
    • SLAs: Assist 3PL partners in meeting all key metrics (KPIs and SLAs) that contribute to a top-notch merchant experience.
    • Collaborate with the Merchant Experience Specialists (MES) to comprehend the Merchant Care Dashboard statistics and trends. Collaborate with the 3PL on their specific improvement plans, escalating to the site leadership team and your Line Manager if progress is lacking.
    • Work closely with Merchant Implementation Managers and Merchant Support Managers to ensure that merchants onboarding/expanding into international locations have an outstanding onboarding experience through focused action plans in their initial 90 days, regular touchpoints with internal and external stakeholders, and ensuring 3PLs grasp pick/pack requirements.
    • Weekly assessment of space utilization and identification of opportunities to consolidate inventory IDs to lessen costs for the merchant. Collaborate with the 3PL to implement required changes.
    • Resolve any urgent escalations or out-of-SLA requests with the merchant's best interest in mind, and communicate outcomes to both ShipBob and 3PL stakeholders accordingly.
  • Supporting our Internal Customers:
    • Assist the operational Support Team (Control Tower) in promptly addressing operational queries, resolving escalations, and providing general status updates.
    • Collaborate with Merchant Care and Inventory Control Quality Assurance (ICQA) to ensure comprehensive responses to internal queries (Jira), our ticketing system, with trends being addressed more strategically through root cause investigations.
    • Participate in Weekly Business Review calls with our 3PL partners, supporting follow-up actions for completion.
    • Engage in daily stand-up calls with internal teams and take responsibility for closing action items.
    • Deliver weekly reporting and visibility to our local commercial team.
    • Support the National Ops Manager by tackling challenges and being prepared to be the next clear successor for this role.

What you'll bring to the table:

  • Demonstrated capability to forge strong relationships and achieve business objectives.
  • Patience: Talent for teaching and assisting 3PL partners, ensuring adoption of ShipBob SOP's, tools, and WMS systems.
  • Appreciation of standardized processes, with a curious mind and CI mindset.
  • Resilience.
  • Minimum 2-5 years of operations, e-commerce fulfillment experience, or experience in a dynamic environment managing new teams and preparing them for success.
  • Advanced comprehension of either outbound and inbound fulfillment operations.
  • Ability to be on-site up 90% of the time, including weekends, if necessary.
  • Consistent ability to assess partner site needs and deliver solutions while connecting partners to the appropriate resources within ShipBob.
  • Intermediate proficiency with Microsoft Office tools, particularly Excel.
  • Must have access to a vehicle for travel between locations.

Reports to: Senior Operational Support Manager

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