Senior Onboarding Specialist

About ShipMonk

ShipMonk isn't just a 3PL; we're a growth partner for merchants. We provide cutting-edge technology and a network of owned and operated fulfillment centers that empower high-growth ecommerce and DTC brands to stress less and grow more. With over 2,500 employees across five countries, we're on a mission to revolutionize fulfillment by providing everything from the fastest click-to-delivery and real-time inventory to custom solutions—all with a merchant-first mindset.

Why ShipMonk?

We believe in building for the long term, and our success is powered by five key differentiators that help us become true partners to our merchants.

● Global Fulfillment Network: Our 12+ owned and operated fulfillment centers span the US, Canada, Mexico, the U.K., and Mainland Europe. We never outsource, ensuring quality and consistency.
● Proprietary Technology: We've eliminated the need for tribal knowledge with our AI-powered platform. It provides a real-time, unified view of inventory and orders, giving our merchants the control and visibility they need to succeed.
● Unrivaled Support: We provide hands-on, "mom and pop" support with a global reach. Our dedicated teams are on-site at every fulfillment center, ready to jump into action.
● Transparent Pricing: We believe in honest, long-term partnerships. Our all- inclusive pricing means predictable costs, with no hidden fees or surprises.
● Committed to the Future: We invest over $10 million annually in research and development to ensure our technology and services continually evolve, helping merchants plant roots with a partner who is here to stay.

Our Core Values
Our values are the heart of our culture. We're looking for individuals who embody these principles every day.

● Merchant-first: We handle the logistics so our merchants can focus on what they do best—growing their business.

● Own it: We take ownership of our work, our mistakes, and our successes.
● People make ShipMonk: We believe in our team and invest in our people.
● Change the score: We challenge the status quo, constantly innovating and improving.
● Get sh*t done: We're a fast-paced, high-growth company that values action and results.

As a Sr. Onboarding Specialist, you serve as the face and voice of the ShipMonk brand during implementations as clients transition their fulfillment to ShipMonk. You have the opportunity to make a meaningful difference in the lives of our clients. Our unparalleled servicing philosophy puts your passion to serve and your personality at the center of every client 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 clients by delivering premium value that exceeds merchant needs. The Sr. Onboarding Specialist role is integral to ShipMonk, setting the foundation of success for clients and ensuring a seamless experience once going live and fulfilling orders.

In this role, the Sr. Onboarding Specialist delivers extraordinary service by effectively and efficiently onboarding clients. Your goal is to ensure that clients know how to use our systems and how to achieve success. You will work closely with the clients, 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; this position may be an ideal fit for you.

Key Responsibilities

• Act as the primary point of contact for 20 or more new clients, handle client queries about the ShipMonk implementation process as each new client navigates the Onboarding Journey.

• Onboard our mid-market and enterprise clients, provide solutions for complex business and technical requirements, and bring forth best business practices.

• Be seen as a trusted advisor both internally and externally.

• Lead new clients through the initial stages of using ShipMonk’s products and services, ensuring they understand its features and benefits. Troubleshoot issues early on in the partnership to course-correct.

• Understand each client's business needs and try to align the product implementation accordingly by providing solutions and communicating clear expectations so they are well-prepared to go live.

• Demonstrate ShipMonk’s software and system features and troubleshooting through emails, phone calls, and video meetings to ensure comprehension.

• Host live daily webinars to train clients on each Onboarding Journey milestone using a prepared slideshow while demonstrating the ShipMonk application.

• Successfully transition clients from Onboarding to Client Support, setting them up for growth, long-term success, and retention.

• Partner and interact with other ShipMonk areas of business; Sales, Warehouse Operations, Launch Operations, Development, Pricing, QA, and Client Support to resolve client Onboarding challenges.

• Collaborate with department leadership and training to create and update customer-facing education materials to ensure client adoption of ShipMonk tools and processes.

• Recommend improvements to the Sales, Client Support, and Operations processes to continuously enhance the overall customer onboarding experience. Advocate for clients by capturing and sharing feedback.

• Occasionally visit the warehouse and partner with Warehouse Operations to assist with resolving client issues and host Warehouse Tours.

• Maintain and achieve various inter-department KPIs and metrics.

Partner with department leadership to assist with interviewing, training, and mentoring of new onboarding associates. Lead and facilitate team meetings, prepare agenda items, and create presentation content. Assist department leadership with internal projects from inception to delivery.

Skills

• Project Management: organized and capable of multi-tasking, and conducting proactive follow-ups.

Analytical: the ability to gather and analyze data, understand trends & patterns, and make decisions.Client Relationships: establish and maintain strong client relationships through strong communication, negotiation, and conflict resolution.

• Training: a knack for methodical education of clients 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. Adjust and adapt communication style or method to align with each client's way of receiving information.

• Attention to Detail: thorough, organized, active, and productive; able to manage multiple projects concurrently

• Collaborative: comfortable with innovative thinking, and sharing ideas with other team members.

• Active Listening: give full attention to what other people are saying, take time to understand the points being made, respect ideas, respond appropriately, and ask questions.

• Resilient: never give up and keep iterating until a problem is solved.

• Be a team player who believes that their team's success is their success and they share responsibility when their team experiences difficulties along the way.

Requirements

• 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

Leadership experience with 2 or more associates

• Proficient with Google Suite Apps; Sheets, Docs, Slides, Calendar, and Meet

• Familiarity with MacBook computers and operating systems

• Comfortable with public speaking, talking to clients on the phone and video calls

• Bilingual English/Spanish, able to speak and write English and Spanish fluently is a plus

• Tech-savvy with the ability to quickly learn new product features and explain to others

• Analytical and creative in finding solutions for customers

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.