Control Tower Associate I

As a member of the ShipBob Team, you will... - **Grow with an Ownership Mindset**: We champion continuous learning and innovation. You'll take on real problems, create tangible solutions, and drive results that move the needle for ShipBob, our merchants, and for your own professional growth. If you're ready to do the most meaningful work of your career, this is the place. - **Collaborate with Peers and Leaders Alike:**At ShipBob, leaders are accessible; feedback flows in both directions, and everyone, regardless of their seniority or role, steps up to help when needed. We hold each other to high standards because 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 and clear about what that means: our goals are specific, accountability is shared, and every team member can see how their work connects to our mission. When we hit milestones, we celebrate them together. When we fall short, we learn and move forward. **Location:** Remote – India **Shift Timings:** The work hours in IST will be 6:30pm to 3:30 am (8am CST to 5pm CST) With Sat and Sunday off. With flexibility to work other shifts in the future based on business requirements. **Role Description:** The Control Tower Associate I will join ShipBob’s growing Control Tower team responsible for understanding the unique strategic needs of our Midmarket merchants and delivering massive value to help facilitate their growth and success. The SME will work together with a Portfolio Success Manager(s) and/or Senior Merchant Success Manager(s) to support ShipBob’s largest merchants. The role expectations include building and managing solid partnerships with merchants through white-glove support and ensuring performance standards are met and exceeded. This role will report to the Manager of SME team. **What you’ll do:** - Work closely with merchants, merchant success team members and other ShipBob departments to deliver best value. - Support merchants to create Warehouse Receiving Orders (WROs) for inbound shipments as per Operations protocol, in addition to resolving UROs (Unidentified Receiving Orders) on behalf of the merchants. - Review bill of Lading, manufacturer packing slips and based on those documents create Warehouse Receiving Orders for inbound shipments. - Create and/or manage internal/external inventory transfers. - Create and track B2B orders, Fulfilled by Amazon (FBA) orders, work orders (kitting, de-kitting, case breakdowns, disposal/donation) on behalf of the merchants. - Schedule dock appointments for inbound and outbound shipments on OpenDock Nova or any applicable appointment scheduling tools. - Monitor the merchant app daily for red flags and collaborate with the merchant and/or ShipBob departments to ensure smooth flow of orders. - Proactively monitor and address queries on shared teams channels and/or emails for escalations and day-to-day communications. - Work with internal Control Tower and Success Operations teams to ensure orders are marked as shipped once they have left a ShipBob Fulfillment Center. - Communicate with the merchant / ShipBob Operations and ICQA teams on how to proceed with inventory that fails the quality control process. - Provide custom reporting to the merchant using available tools – Retool, PowerBI, et al. - Creation of bill of lading, parcel shipping labels & pallet labels. - Supervise and coordinate with ShipBob operations for shipping of B2B/retail orders, ensuring accuracy and timeliness with both product and paperwork. - Build solid relationships with Implementation teams, internal customers (Operations) to ensure a positive business impact. - Escalate urgent issues timely, keeping positive merchant experience at the center of all such decisions. - Comply to all food safety and compliance policies and regulations - Other duties as assigned by Team Lead and/or Manager. **What you'll bring to the table:** - 1 to 2 years of experience in account management, sales, customer success. - Excellent written and verbal English communication skills, with the ability to communicate effectively and confidently with both customers and internal personnel. - Proficient and accurate with word processing (Word), spreadsheets (Excel) and competent in navigating the Internet (Intermediary skills for Excel sheets). - Ability to manage multiple tasks at the same time, all the while delivering results. - Ability to follow instructions and perform tasks. **Perks & Benefits:** - Medical, Term & Accidental Insurance - All Purpose Leave (casual & sick time): 12 days - Earned Leave: 15 days - Public Holiday: 12 days - Generous Maternity & Paternity Leave - Quarterly Wellness Day - Work From Home Allowance - See Our High-Performing Culture >>>[Check us out on Instagram](https://www.instagram.com/lifeatshipbob/) (@lifeatshipbob) **#LI-DNI** 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 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 (). **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.*