Title: Merchant Experience Specialist

Location: This role is hybrid, so it is required to be within driving distance of our Innovation Center in Bethlehem, PA. 80% will be remote and 20% onsite.

Role Description:

ShipBob is looking for a Merchant Experience Specialist who will hyper-focus on new and existing merchants and will have the mandate to achieve unparalleled levels of responsiveness and care for our local merchants. This key merchant-facing role will identify areas of improvement regarding merchant interaction, work across various departments to resolve those issues rapidly as they arise, and, more importantly, implement measures to ensure such issues are automatically resolved in the future. This approach includes:

• Listening to the merchant’s inquiry to accurately understand their inquiry or issue.
• Identifying and executing a solution… keeping in mind that there is always a solution.
• Be empowered to resolve the issue directly on first touch.
• Engage with other departments to resolve the issue in record time.
• And most importantly, analyze and prioritize potential systemic fixes to ensure ShipBob is #1 in resolution time in the industry.

As a Merchant Experience Specialist, 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.

What you’ll do:

• Work closely with Merchants to handle inquiries and issues professionally, effectively, efficiently, and accurately, adhering to the Quality process to ensure the highest level of merchant experience.
• Make recommendations to leaders if adjustments are needed related to escalated issues.
• Creative problem-solving and solution-oriented approach to handling, escalating, and resolving Merchant issues resulting in an enhanced Merchant experience via email, inbound and outbound calls.
• Manage queue of incoming tickets and calls on a day-to-day basis, including consistent follow-up to inquiries to ensure a complete and timely resolution.
• Build sustainable relationships of trust through open and interactive communication with Merchants and internal stakeholders.
• Take criticism on the chin, accept responsibility on the company's behalf, and exhibit composure when dealing with upset merchants.
• Regularly evaluate and identify opportunities, risk and loss to innovate policies and processes in a way that positively impacts the Merchant experience, proactively updating as needed.
• Manage multiple applications and resources including contact management systems and knowledge bases.
• Resourcefully utilize available SOPs, tools, and resources to ensure an exceptional Merchant experience on every interaction, and create new SOPs if one does not exist.
• Other duties/responsibilities as necessary.

What you’ll bring to the table:

• Minimum of 1 year of experience in a Customer Service role with an established track record of success; previous e-commerce or logistics experience is preferred.
• Familiar with CRM systems, ticketing systems (Zendesk/Salesforce), and practices.
• Excellent phone contact handling and active listening skills with attention to detail.
• Excellent written and verbal English communication skills, including the ability to express oneself with confidence.
• Ability to effectively handle high-stress interactions and de-escalate emotional situations.
• Ability to multitask, prioritize and manage time effectively and troubleshoot problems to find speedy resolutions.
• Ability to work collaboratively with other departments and across various time zones.
• A highly motivated self-starter with an eagerness to learn and grow.
• Proactive and independent, comfortable with driving solutions within autonomy.
• No ego; no task is “below them” and they are willing to help out where needed.

Classification: Non Exempt

Reports to: Team Leader, Merchant Care

Perks & Benefits:

• Medical, Dental, Vision & Basic Life Insurance
• Paid Maternity/Parental Leave Program
• Flexible Time Off Program
• Paid Sick Leave and Paid Emergency Leave
• Floating Holidays (2 days/year)
• Wellness Days (1 day/quarter)
• 401K Match
• Competitive Salary, Performance Bonus
• Variety of voluntary benefits, such as, short term disability
• Referral Bonus Program
• Fun Culture >>> Check us out on Instagram (@lifeatshipbob)

ShipBob believes in transparency while providing a competitive total compensation package with a pay for performance approach. The expected base pay range for this position is $31,969 - $53,281.