Senior Onboarding Specialist

Overview

Ship Monk isn't just a 3PL; we are 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 are 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 Ship Monk?

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.

• 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 Ship Monk: 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 Ship Monk brand during implementations as clients transition their fulfillment to Ship Monk. You have the opportunity to make a meaningful difference in the lives of our clients, delivering premium value that exceeds merchant needs. Your goal is to ensure clients know how to use our systems and achieve success, working closely with the warehouse team, developers, and internal stakeholders.

• Act as the primary point of contact for 20+ new clients, handling client queries about the Ship Monk implementation process as each new client navigates the Onboarding Journey.
• Onboard our mid‑market and enterprise clients, providing solutions for complex business and technical requirements and bringing forth best business practices.
• Be seen as a trusted advisor both internally and externally.
• Lead new clients through the initial stages of using Ship Monk’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 Ship Monk’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 Ship Monk application.
• Successfully transition clients from Onboarding to Client Support, setting them up for growth, long‑term success, and retention.
• Partner and interact with other Ship Monk 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 Ship Monk tools and processes.
• Recommend improvements to the Sales, Client Support,…