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Resolution Specialist



Customer Service
India · Remote
Posted on Thursday, June 29, 2023

As a member of the ShipBob Team, you will benefit from an environment where everything is achievable. We aim to be a place where you can:

  • Write Your Career Story. Because we are solving some of the most difficult problems in global commerce, you have the opportunity to write the story that will make your career.
  • Experience Global Impact and Global Connection. At ShipBob we benefit from diverse cultures and perspectives in service of the global community.
  • Grow With An Ownership Mindset. We believe that great innovation comes from great transparency. We are more resilient and more creative when we have an inclusive and transparent culture where everyone knows our strengths and opportunities.

Title: Resolution Specialist (Solutions Team)

Location: Remote in India

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 Resolution 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 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 the 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.
  • Additional duties and responsibilities as necessary.

What you’ll bring to the table:

  • Minimum of 3 years of experience in Account Management or Customer Service role with an established track record of success, preferred but will train the right candidate with less experience.
  • Minimum of 2 years of experience supporting B2B customers with a solid track record of success preferred, but will train the right candidate with less experience.
  • Familiar with CRM systems, ticketing systems (like Zendesk and/or Salesforce) and practices.
  • Excellent 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.

Classification: Salaried/Non-Exempt

Reports to: Senior Manager, Merchant Care

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
  • Referral Bonus Program
  • Fun Culture >>> Check us out on Instagram (@lifeatshipbob)

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:

At ShipBob, we’re looking to bring on board people 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.

About Us:

ShipBob is a cloud-based logistics platform that partners with over 7,000+ e-commerce businesses to help make their entrepreneurial dreams a reality. 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 an almost 100% accuracy rate in fulfilling orders and orders shipped on time, our merchants can count on us to deliver excellent service.

As one of the fastest growing tech companies in Chicago with over $300M+ 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.

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.