Our client, a global tech company is looking for a talented Customer Onboarding Professional for their online retail business. The customer service activities will involve customer on-boarding as well as handling queries and escalations using adequate levels of verbal communication and a polite attitude.
In addition, the Customer Onboarding Professional will be expected to follow SOPs, provide support to shipping personnel and help shipping staff solve logistical errors by establishing communication between internal stakeholders.
Work as a customer onboarding and support SME. Follow SOPs to support customers set up their shipping accounts and start shipping with their shipping platform as fast as possible.
Support shippers and/or internal teams to set up rates, understand how to work with us, set up their operations and integrations to print labels to hand packages to launch shipping with us.
Work with Shipping stakeholders to solve shipper issues during onboarding, and work with partner teams to solve the root cause of these issues.
Work to update shipper facing content, map dependencies, review and identify process gaps in the purpose of driving process improvement initiatives to improve the customer experience.
Work cross-functionally in a highly complex area with multiple stakeholders, partnering with Product, Marketing, Commercial, Sales, Customer Programs and Operations to drive change, and influence stakeholders.
Be able to work with qualitative and quantitative data to dive deep into customer onboarding performance, and use this data to build solutions for improvement.
Important Qualifications include:
Bachelor’s Degree or equal experience
Experience working in client facing roles, ideally in a sales or customer support function.
Proven ability to work with cross-functional teams to drive growth and process improvement for your business.
Always does what is right for the customer – Relentlessly customer focused
Ability to work well in a fast-paced environment and multi-task in a high-energy environment.
Fluent in English and 1 additional language: Spanish