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.
Our Manager of Client Experience Onboarding serves as a player-coach in the Client Experience department combining responsibility for leading a team of Onboarding Associates with direct involvement in onboarding clients. Our onboarding associates serve as the face of the ShipMonk brand during implementations and guide merchants as they transition their fulfillment to ShipMonk. Our goal is to be the indispensable fulfillment partner of our merchants by delivering premium value that exceeds merchant needs. The Onboarding Manager has experience working with Merchants in the 3PL world and is passionate about coaching and developing their team to get sh*t done!
What you’ll do:
- Coach, develop, and lead a team of 5-8 onboarding associates to onboard merchants of various sizes and complexities to ensure a successful fulfillment process.
- Be hands-on and work alongside team members while providing direction, support, and coaching
- Recruit, train, mentor, and scale the team. Develop and maintain standardized playbooks and work instructions to onboard new team members.
- Lead the development of training and client-facing reference material to educate merchants about ShipMonk processes and tools so they are well-prepared to go live.
- Partner closely with Sales to oversee a seamless transition into the post-sale merchant journey.
- Ensure new accounts are successfully transitioned from Onboarding to Client Experience.
- Build relationships and effectively communicate and partner with other ShipMonk departments (Sales, Pricing, Launch Operations, Support, Product Development, Operations, etc) to resolve onboarding challenges.
- Recommend or develop and implement improvements to the support, client experience, and operations processes to improve onboarding and the client experience continuously.
- Define, measure, and improve key performance metrics on the effectiveness of Onboarding.
- Confirm, approve, and edit customer credits and line item fee adjustments accordingly.
- Achieve post-go-live service level targets for the overall experience
- Develop corrective action plans to resolve gaps in achieving targets
What you'll need:
- Experience building and leading a customer-facing team, ideally in 3-PL is required
- Proven ability to motivate and focus teams, as well as being a friendly empathetic leader
- Experience scaling a successful team during a hyper-growth phase
- Servant Leadership - actively looking for ways to better serve our merchants and Onboarding team
- Ability to manage influence through persuasion, negotiation, and consensus-building
- Strong empathy for Merchants and passion for revenue and growth
- Project Management - knowledgeable, organized, and capable of multi-tasking, as well as being a strong leader, a good communicator, and a problem solver
- 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, take time to understand the points being made, ask questions as appropriate, and not interrupt at inappropriate times
- Attention to Detail - Thorough, organized, active, and productive; able to manage multiple projects concurrently
- Resilience - Never give up and keep iterating until a problem is solved
- Bachelor’s Degree in Business (supply chain, logistics, e-commerce) required
- Experience in fulfillment of third-party logistics required
- 5+ years of experience in the supply chain or technology industry
- Proven experience leading a team of 5-8 team members
- Proven ability to successfully manage multiple accounts/projects simultaneously while meeting service-level agreements or key performance indicators
- Hands-on experience selling, demonstrating, implementing, or supporting software
- Experience collaborating cross-departmentally to deliver comprehensive solutions
- Proficient with Google Apps and process/project management tools
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.
