Onsite Merchant Support Specialist

About the Role

As part of the ShipBob team based in Altona, Victoria, you will be the on-location representative managing inventory control for all ShipBob merchants at partner fulfillment centers. This position requires close work with both leadership and onsite associates to address merchant concerns swiftly and maintain smooth operations, supporting scalable fulfillment processes while ensuring a great merchant experience.

Key Responsibilities

• Execute daily cycle counts and inventory control duties following standardized operating procedures using partner resources.
• Investigate reported inventory discrepancies and escalate significant issues to area and operations managers.
• Conduct physical location audits to confirm quality and reconcile inventory differences, meeting a 24-hour turnaround SLA.
• Diagnose causes of inventory adjustments and lead corrective measures.
• Perform merchant-requested audits and related actions within the fulfillment site.
• Address and resolve merchant inquiries related to inventory issues via ticketing systems within a 2-hour SLA.
• Report inventory management concerns and improvements to OSS Area and Operations Managers.
• Update leadership regularly with operational and merchant-related information.
• Present weekly performance reports during business reviews with fulfillment center partners.
• Adhere strictly to all food safety, compliance, and product handling regulations to maintain product integrity and safety.
• Support traceability with accurate record-keeping and contribute to ongoing process improvements and safety awareness.
• Perform additional duties as required to support fulfillment center operations.

Candidate Profile

• Minimum of 2 years experience in inventory control quality assurance within third-party logistics or warehouse environments.
• Fluent English communication skills — spoken, written, and reading comprehension.
• Familiarity with Warehouse Management Systems and experience using RF scanners preferred.
• Ability to operate independently without direct supervision on site.
• Strong written and verbal communication competencies, with preference for direct customer or vendor interaction experience.
• Excellent organizational skills with an emphasis on time management and prioritization.
• High attention to detail and accuracy in all tasks.
• Strong interpersonal skills to maintain professionalism and foster positive working relationships.
• Comfortable working in a fast-moving and adaptive environment.
• Physically able to lift up to 50 lbs without restrictions, stand and walk for up to 8-10 hours per shift, and perform frequent bending, stooping, reaching, pushing, and pulling movements.

Benefits

• Health and wellness stipend to support personal well-being.
• Work-from-home allowance covering phone and internet expenses.
• Access to a dynamic, high-performance corporate culture emphasizing innovation and collaboration.

Additional Information

This position is located at MCM Logistics in Altona, VIC, Australia. ShipBob supports diversity and inclusion, encouraging candidates from varied backgrounds to apply. The company fosters a transparent environment with accessible leadership and mutual respect among employees. Use of AI-assisted tools may be employed during recruitment for administrative purposes; however, final hiring decisions are made by human reviewers. Equal employment opportunity policies ensure fair treatment across all aspects of employment.

ShipBob is a leading global fulfillment technology platform supporting SMB and mid-market ecommerce merchants through an extensive network across multiple countries. The role offers exposure to innovative AI tools as standard resources to enhance productivity from Day 1.