Merchant Care Representative


Chicago, IL, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 12/30/2020
  • Website:
  • Company Address: 2156 W Fulton St, Chicago, IL, 60612

About ShipBob

Founded in 2014 and based in Chicago, ShipBob is a privately held technology company that offers simple, fast, and affordable fulfillment for e-commerce businesses. As an end-to-end fulfillment solution, ShipBob provides warehousing and package delivery in 1-2 business days, with a network of fulfillment centers across the US. ShipBob’s software combines order and inventory management, customer communication, predictive insights, and optimized shipping for online merchants. ShipBob’s software is also fully integrated with leading e-commerce platforms, including eBay, Shopify, Amazon, Magento, and many more.

Job Description

Location: Remote in these states: IL, PA, TX, IN, CA or Chicago, IL

If you’re looking to be at the forefront of disrupting the ecommerce industry, wanting to make your mark and be continuously challenged to grow, your time has come. 

ShipBob is recognized as #1 on Crain's 2020 “Fast 50” list of the fastest-growing companies in Chicago & Inc.5000 top 500 companies with the most proven track records. With this growth, we are looking for top talent to help us reach the next level.

Role Description:

ShipBob is looking for a customer-oriented service representative who can consistently provide a world class B2B, Merchant experience.  This approach includes:

  • Listening to the merchant’s inquiry to accurately understand their inquiry or issue
  • Empathizing and/or apologizing for the situation in a meaningful & genuine way
  • Identifying and executing a solution… keeping in mind that there is always a solution
  • Delivering on your commitments and executing on agreed upon solutions

As a Merchant Care Representative, 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.

About Us: 

ShipBob is a tech enabled 3PL that partners with over 4,200+ e-commerce businesses to help them be more successful online. We offer a full suite of fulfillment solutions for our merchants, including the ability to improve their transit times, shipping costs and deliver best in class experience to their customers. With almost 100% accuracy rate in fulfilling orders and orders shipped on time, our merchants can count on us to deliver excellent service. 

ShipBob’s growing fulfillment network is powered by our proprietary technology and acts as a back office for logistics, providing merchants with full visibility into orders, inventory levels in real time, and access to advanced analytics, over 27 integrations and data reporting.

As one of the fastest growing tech companies in Chicago with over $130M+ raised from blue-chip investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners and SoftBank Vision Fund 2, our goal is to continue to be the #1 best fulfillment technology in the industry. To help us meet this standard, we are scaling our entire team and looking for people who share our core values and have an entrepreneurial mindset.

About You:

At ShipBob, we’re looking to bring aboard team members who embody our core values:

  • Be Mission-Driven.  We want team members that are passionate about helping entrepreneurs improve their business, and bring that passion every day.
  • Be Humble. We have ambitious goals, and our team members understand that success or failure depends on us working together and leaving egos at the door.
  • Be Resilient. Logistics is a complicated business. So is software. We value team members that never give up and keep iterating until a problem is solved.
  • Be a Creative Problem Solver. As a startup, we value smart, innovative solutions to complex problems. We fall in love with the problem, not our “favorite” solution.
  • Be Safety Minded. It’s not just talk; it’s the way you work.

What You'll Do:

  • Work closely with B2B Merchants to handle their inquiries and issues professionally, effectively, efficiently & accurately and make recommendations to management if adjustments are needed.
  • Have a balanced approach to solving Merchant issues that minimizes the company’s financial liability while maximizing the Merchant experience [win win approach]
  • Manage queue of incoming tickets and calls on a day-to-day basis, including following up to inquiries based on dates that were committed to
  • Build sustainable relationships of trust through open and interactive communication
  • Take criticism on the chin, accept responsibility on company's behalf and exhibit composure in dealing with upset clients
  • Educate Merchants when necessary on ShipBob’s Dashboard and Fulfillment solutions in order to minimize, and prevent, future issues and the need for future support calls/interactions
  • Regularly evaluate and identify opportunities to innovate policies & processes in a way that positively impacts the Merchant experience 

What You'll Bring To The Table:

  • 1-3 years of proven customer service experience, preferably in a high volume call center but not required
  • Familiar with CRM systems, ticketing systems (like Zendesk and/or Salesforce) and practices
  • Strong phone contact handling and active listening skills with attention to detail
  • Ability to effectively handle high-stress interactions and de-escalate highly emotional situations
  • Ability to multitask, prioritize and manage time effectively
  • Ability to work collaboratively with other departments in the organization
  • Ability to think on your feet, adapt/respond to different personalities and provide lightning-quick resolutions to clients

Education & Experience

  • Minimum of 3  year of experience in Account Management or Customer Service  role with a proven track record of success, preferred but will train the right candidate with less experience.
  • Minimum of 2 year of experience supporting B2B customers with a proven track record of success preferred, but will train the right candidate with less experience.
  • Bachelor’s Degree preferred but will train the right candidate with the equivalent or work experience.
  • Industry experience in logistics or fulfillment preferred, but will train the right candidate.
  • Preferred experience with Zendesk or Salesforce

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.

Perks & Benefits:

  • Medical, Dental, Vision & Basic Life Insurance
  • Variety of voluntary benefits, such as, short term disability.
  • Competitive Salary, Performance Bonus & Stock Options
  • Paid Maternity/Parental Leave Program
  • Flexible Time Off Program
  • Referral Bonus Program
  • Fun Culture >>> Check us out on Instagram

Classification: Salaried/Exempt

Reports To: Merchant Care Manager 

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.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.