Customer and Operations Support Specialist

Nimble is a robotics and AI startup founded from the AI labs at Stanford and Carnegie Mellon. We’re pioneering the way robots learn to grasp and manipulate any object.

Our ultimate goal is to enable the dark warehouse, a fully automated eCommerce fulfillment center with swarms of intelligent, cloud-connected robots to enable affordable same-day fulfillment for every retailer, large and small. In the process we aim to create one of the world’s most valuable robotics companies.

We’re backed by the world’s most prestigious investors as well as AI and robotics legends like Marc Raibert (Founder of Boston Dynamics), Fei-Fei Li (Chief Scientist of AI at Google, Director of Stanford’s AI lab), and Sebastian Thrun (Founder of Google X, Waymo, Kitty Hawk, and Udacity)! 

https://www.youtube.com/watch?v=e3XPfrlkO7s

Nimble's Core Values:

1) Be relentlessly resourceful - Find a way to make the impossible, possible. Do whatever it takes.

2) Be legendary - Be the best at whatever it is that you do. Leave your mark. Motivate and inspire others.

3) Be humble - Leave your ego behind. Have a growth mindset. Learn and improve yourself every day.

4) Be dependable - Take ownership and deliver. Be loyal to your team and Nimble's mission.

This role reports to the Operations Manager. It is based at the warehouse and is an on-site role. This new role is critical to helping Nimble continue to provide best in class customer support and operations. The specialist will be required to have a blend of both strong administrative and customer facing skills as well as ability to execute operational tasks and support overall day to day operations.

- Transition post on-boarding as the primary point of contact customer relationship, promptly responding to questions, concerns, requests, resolving customer inquiries professionally and promptly

- Both through ad hoc communication as well as through Nimble support portal

- Resolving inquiries will require the C&OS to actively be in the warehouse on a regular basis

- Own any meetings with customers including agenda, action items and communication internally and externally

- Escalate customer concerns promptly to management and participate in proactive problem solving

- Produce, maintain and circulate reports for both customer and operations as required/requested including SLA reporting internally and externally 

- Work with operations and sales leaderships to create Business Review presentations

- Creates systems for organization and maintenance of all operations documentation including those required for inventory and food safety auditing (ex - BOLs, Receiving Check Lists, Facility sanitation)

- Support operations in executing customer goals and maintaining required Service Level Agreements (SLA) by:

- Proactively review customer inbound, outbound and inventory data on a daily basis including discrepancy investigation both systematically and physically in the warehouse

- Working on the warehouse floor as a back up supervisor when required 

- Support Operations Manager in administrative tasks including packaging inventory, vendor management, supplies and facilities procurement and organization

- Reviews and assures that all billing is accurately captured to ensure accurate invoices

- Maintains documentation as it relates to specific customer processes or procedures

- Make suggestions for operational process improvement and initiatives and work with data and integration team to streamline and improve integration, on-boarding and transition post go live

- Other tasks as assigned

- 1+ Year in a customer service facing role

- 1+ Year of warehouse experience in e-commerce fulfillment or equivalent operations experience

- Strong problem solving skills and ability to learn independently

- Ability to work in fast paced, highly fluid and ambiguous environment

- Highly organized with excellent time management and follow through skills

- Strong written, verbal and interpersonal communication skills

- Ability to prioritize many incoming requests and competing priorities

- Strong google suite, Gmail, Slack skills

- Must have the ability to utilize sheets, docs, slides

- Inventory management experience 

- Understanding/experience working with Warehouse Management Systems

- Experience working with Salesforce

- Must be able to stand/walk for up to 10-12 hours.

- Must be able to lift and/or pull 50 lbs. without restriction.

- Regular bending, lifting, stretching and reaching both below the waist and above the head.

- Walking in the Distribution Center and around the area with great frequency

- Should be able to work in environments with variable noise levels, lighting conditions and temperature variation and able to access all - areas of building without limitations.

- Ability and availability to work irregular or extended hours including nights, weekends and holidays as needed

We embrace challenges and strive to make the impossible possible each day. We’re not in this to do what’s easy or to be mediocre. We want to create something legendary and leave our mark on the world. We’re ambitious, we’re gritty, we’re humble and we’re relentlessly resourceful in pursuit of our goals. If this sounds like you then you might be a great fit!

https://www.businesswire.com/news/home/20210311005117/en/Nimble-%C2%AE-Robotics-Raises-

https://techcrunch.com/2021/03/11/nimble-robotics-scores-50m-for-its-fulfillment-automation-tech/

https://multichannelmerchant.com/operations/nimble-robotics-takes-in-50m-adds-ai-luminaries/

Enjoy the time you need to travel, rejuvenate, and connect with friends and family.

Nimble provides medical, dental, and vision insurance through several premier plans and options to support you and your family.

Enjoy paid bonding time following a birth.

Take the stress out of commuting with access to fully-paid parking spots. 

Nimble offers employees reimbursements to invest in their health and fitness.

Enjoy unlimited free snacks and drinks in the office and catered meals 5 days a week.

Get a cash bonus for any friend or colleagues that you refer to us that we end up hiring. 

Contribute towards a 401k for retirement planning.

Once or twice a year, join the entire company for a trip to pause work, relax and have fun as a team in destinations like Tahoe and Vegas.

Be an owner in Nimble through our equity program