Onsite Merchant Support Specialist

About the role

You will monitor and complete inventory control activities for all ShipBob merchants at partner fulfillment centers while acting as the sole ShipBob representative onsite. You will partner directly with leadership and associates to resolve merchant concerns or requests and maintain a great merchant experience. You will determine root causes of inventory adjustments and lead corrective efforts while performing daily cycle counts according to written SOPs. You will respond to and resolve inventory-related ticketing system requests within a 2-hour SLA and vocalize operational concerns to the OSS Area Manager and Operations Manager to identify opportunities for improvement. You will present weekly performance reports during business reviews with fulfillment center leadership and ensure full compliance with food safety and regulatory policies.

Key facts

What you'll do

• Run daily cycle counting and inventory control processes according to written SOPs utilizing partner resources.
• Investigate inventory discrepancies reported by the Merchant Support team and report significant discrepancies to the OSS Area Manager and the Operations Manager onsite.
• Perform physical location checks to ensure quality and reconcile inventory variances within a 24-hour SLA.
• Determine root cause of inventory adjustments and lead efforts to correct.
• Perform audits or other actions requested by merchants within the site.
• Respond to and resolve merchant-facing requests via ticketing system around inventory related issues within 2-hour SLA.
• Vocalize concerns around inventory practices to OSS Area Manager and Operations Manager helping to identify areas of opportunity in day-to-day processes.
• Communicate updates and relay important operational information about merchants directly to OSS Area Manager.
• Present weekly performance reports during business review with leaders from partner fulfillment center.
• Comply with all food safety and compliance policies and regulations.
• This role includes responsibility for ensuring products are handled, stored, and distributed in a manner that maintains their safety, quality, and legality. Team members are expected to follow all standard operating procedures, report any concerns related to product condition or integrity, support traceability through accurate record-keeping, and contribute to a culture of continuous improvement and product safety awareness.
• Other duties/responsibilities as necessary.

Requirements

• 2+ years of experience with ICQA processes in a 3PL or warehousing environment.
• High school diploma or GED equivalent required; some college preferred.
• Must be able to perform the essential functions of this role with or without reasonable accommodation.
• Must pass a background check and drug screening.
• Must be able to lift 30 pounds and stand/walk for extended periods.
• Must be able to read, write, and speak English at a level required to perform the essential functions of this role.
• Must be available to work the scheduled shifts, including nights, weekends, and holidays as required.
• Must comply with all food safety, security, and regulatory policies and procedures.
• Must demonstrate strong attention to detail and accuracy with a high sense of ownership and accountability.
• Must have strong communication and interpersonal skills to interact effectively with leadership, associates, and merchants.
• Must be proficient in using Microsoft Office and warehouse management systems.
• Must be able to work in a fast-paced environment and adapt to changing priorities.
• Previous experience in a fulfillment center or logistics environment strongly preferred.
• Familiarity with inventory management best practices and cycle counting processes required.
• Demonstrated ability to investigate discrepancies and lead corrective actions.
• Comfort working directly with merchants and representing ShipBob in a professional manner.
• Basic understanding of food safety regulations and compliance principles preferred.
• Experience with ticketing systems and SLA-based response times preferred.
• Willingness to learn and continuously improve processes within a high-performance culture.

Nice to have

• Previous experience in a 3PL or logistics role.
• Knowledge of warehouse management systems and inventory control techniques.
• Experience working in a cold chain or temperature-controlled environment.
• Understanding of e-commerce order fulfillment and merchant support expectations.
• Familiarity with regulatory compliance in food safety and logistics.
• Experience with data reporting and performance analytics.
• Exposure to continuous improvement methodologies such as Lean or Kaizen.

Practical notes

This role requires the ability to lift 30 pounds and extended periods of standing and walking. Availability to work scheduled shifts including nights, weekends, and holidays may be required. A background check and drug screening are mandatory for employment. Compliance with all food safety, security, and regulatory policies is mandatory. The role involves direct interaction with merchants and leadership at the partner fulfillment center site.