Onboarding Associate Job at ShipMonk
Why ShipMonk?
ShipMonk is the world's largest 3PL for high-growth e-commerce and DTC brands. Since our inception in 2014, we've operated with a singular guiding principle: to help small and medium-sized e-commerce businesses scale by offering technology-driven fulfillment solutions that enable business founders to devote more time to the things that matter most in their businesses. Put simply, ShipMonk helps e-commerce companies stress less and grow more. Headquartered in Fort Lauderdale, FL, ShipMonk has more than 2,500 employees across facilities in Fort Lauderdale, FL, Pittston, PA, Los Angeles, CA, Bay Shore, NY, Las Vegas, NV, Dayton, NJ, Louisville, KY, Fort Worth, TX, Mississauga, Ontario, Canada, Tecate, Mexico, the United Kingdom, and Prague, Czech Republic.
As an Onboarding Associate, you serve as the face and voice of the ShipMonk brand during implementations as merchants transition their fulfillment to ShipMonk.. You have the opportunity to make a meaningful difference in the lives of our merchants. Our unparalleled servicing philosophy puts your passion to serve and your personality at the center of every merchant interaction, creating an opportunity to deliver value to our customers while deepening relationships with our company. Our goal is to be the indispensable fulfillment partner of our merchant customers by delivering premium value that exceeds merchant needs.
In this role, the Onboarding Associate delivers extraordinary service by effectively and efficiently onboarding merchants. Your goal is to ensure that merchants know how to use our systems and how to achieve success. You will work closely with the merchants, our warehouse team, and developers to ensure requests are completed timely and accurately. If you are passionate about educating others, love process and technology, are results driven and are interested in working for a fast-paced, rapidly growing brand, then this position may be an ideal fit for you.
What you'll do:
- The Onboarding Associate will successfully onboard merchants and transition post onboarding
- Educate merchants about ShipMonk processes and tools so they are well prepared to go live
- Demonstrate the ShipMonk application to new users and ensure comprehension and ability to use key features
- Own the relationship for 60 days on average (prior to a merchant shipping and in the initial phase of the partnership) to handle all questions, requests, and issues related to onboarding at ShipMonk
- The Onboarding Associate will ensure merchants have completed all necessary steps to start shipping with ShipMonk in a timely manner
- Establish clear expectations between ShipMonk and merchants
- Effectively communicate and partner with other ShipMonk departments (Sales, Developers, Operations, etc) to resolve onboarding challenges
- The Onboarding Associate will develop training and reference material to ensure merchant adoption of ShipMonk tools and processes
- Recommend improvements to support merchant success and operations processes to continuously improve onboarding and the merchant experience
- Troubleshoot issues early on in the partnership to course-correct and set partnerships up for long-term success
What you'll need:
- Project Management - knowledgeable, organized, and capable of multi-tasking, as well as being a strong leader, a good communicator, and a problem solver
- Training - knack for methodical education of merchants to ensure adoption and success
- Critical Thinking - Use logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions or approaches to problems
- Communication - At ease speaking to large groups and preparing written communications to others to convey information effectively; outgoing and energetic personality
- Active Listening - Give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
- Attention to Detail - Thorough, organized, active and productive; able to manage multiple projects concurrently
- Resilient - Never give up and keep iterating until a problem is solved
- 2+ years of experience in B2B or technology industry
- Hands on experience selling, demonstrating, implementing or supporting software
- Experience collaborating cross-departmentally to deliver comprehensive solutions
- Experience in fulfillment or third party logistics a plus
- Proficient with PowerPoint, Google slides (or other presentation app)
We are exceptionally proud of our dedicated, brilliant ShipMonkers - the employees who collaborate to provide first-class service, solve problems, and collaborate to get the job done. We work hard and have fun at work while prioritizing growth, innovation, and diversity as key values. When we add new positions at ShipMonk, we define the role 80% and look for talented individuals who can join the team, run fast, and co-create the other 20% of their job. We need our team to get engaged from Day 1 to do the work and define the work that will make us successful in the near and long term.
Perks Of Being a ShipMonker
Full health benefits coverage (medical, dental, vision)- Unlimited Paid Vacation Time
- 401(k) retirement plan
- Referral Bonus Program ShipMonk is an equal opportunity employer.
We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status
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