Market Development Representative Team Lead

ShipMonk isn't just a 3PL — we're the tech-powered growth partner for ecommerce brands, running 12+ owned fulfillment centers across the US, Canada, the UK, and Europe so our merchants can stress less and grow more.

ShipMonk is seeking a motivated and enthusiastic Market Development Representative (MDR) Team Lead to join our growing team. In this role, you will be the first point of contact for potential customers, playing a crucial part in our lead qualification process. As the MDR Team Lead, you will engage with inbound inquiries via phone, email, and ShipMonk.com , identifying strong fits for ShipMonk's services and setting the stage for our Fulfillment Consultant sales team.

You also will directly support and coach a team of Market Development Representatives to achieve and exceed their targets. Your focus will be on maximizing lead qualification efficiency, fostering a high-performing and engaged team, and ensuring seamless collaboration with Sales, Revenue Operations, and Marketing. This role requires a proactive, organized, and results-oriented individual with excellent communication and coaching skills.

Responsibilities

Customer Relationship Management & Lead Qualification:

• Serve as the initial point of contact for inbound leads generated through various channels (phone, email, website).

• Engage with prospective customers to understand their business needs and challenges.

• Evaluate the fit between the prospect's requirements and ShipMonk's service offerings.

• Clearly and concisely communicate ShipMonk's value proposition and key differentiators.

• Provide a positive and professional first impression of ShipMonk to potential customers.

• Build rapport and establish trust with prospects through effective communication.

Sales Process Support:

• Accurately and efficiently input and maintain lead information and activity in Salesforce.

• Track all interactions, including call outcomes, follow-up tasks, and relevant notes.

• Schedule qualified meetings and product demos with Sales team.

• Ensure timely and effective follow-up with prospects to nurture relationships.

Performance & Development:

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• Meet and exceed key performance indicators (KPIs) related to call volume, qualified opportunities, and meeting/demo appointments set.

• Maintain a strong understanding of ShipMonk's solutions and competitive landscape.

• Actively participate in training and coaching sessions to continuously improve sales skills and product knowledge.

MDR Team Coaching & Support

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• Provide day-to-day leadership and support to the MDR team, serving as the first point of contact for questions and guidance. Align team on priorities and address roadblocks.
• Coach MDRs to improve their discovery call techniques, qualification skills, and overall performance.
• Manage speed to lead, ensuring all new leads are moved from "New" to "Working" in Salesforce on the same business day if received before 4:00 PM ET on weekdays.
• Drive team engagement through positive reinforcement and fostering a collaborative environment.
• Conduct onboarding and ongoing training for new MDR team members.
• Build and maintain strong relationships with the rest of the Marketing team, Revenue Operations team, and Sales team to ensure alignment and effective communication.
• Ensure consistent adherence to all established processes and data integrity within Salesforce by the MDR team.

What are we looking for?

• Communication & Interpersonal Skills: Exceptional verbal and written communication skills, enabling you to articulate information clearly and persuasively. You are a natural connector who enjoys building relationships.

• Critical Thinking & Learning Agility: Strong desire to learn and quickly grasp new information, processes, and technologies. You are receptive to feedback and eager to develop your sales acumen.

• Organizational Prowess: Highly organized, detail-oriented, and capable of managing multiple tasks efficiently in a fast-paced environment.

• Drive & Initiative: Self-motivated, possess a strong work ethic, and are driven to achieve and exceed goals. Proactive approach and a "get it done" attitude.

• Team Player: Collaborative and supportive team member who contributes positively to the overall success of the sales organization.

• Technical Aptitude: Comfortable learning and utilizing new software and tools, including CRM systems (Salesforce experience is a plus).

• Customer Focus: Passionate about providing excellent customer experiences and understanding customer needs.

• Adaptability: Adapt to changing situations and priorities with a positive and flexible mindset.

Requirements

• Customer-facing experience (e.g., retail, hospitality, customer service, sales) is preferred

• Excellent verbal communication and active listening skills.

• Strong written communication skills for effective email and chat interactions.

• Experience effectively using CRM software (like Salesforce or Hubspot) preferred.

• A positive attitude, a strong work ethic, and a desire to succeed

Working at ShipMonk

• Work Schedule & Location: 9am - 6pm, ET at the ShipMonk headquarters, 201 NW 22nd Ave Suite 100, Fort Lauderdale, FL 33311.

PTO: Take control of your work-life balance with paid time off.

• Paid Holidays: Enjoy 9 paid holidays throughout the ye