- Manage the customer onboarding process until their activation point.
- Helping customers with successful implementation – assisting the customers in setting up connections and required process configuration.
- Solving technical problems – fixing any issue arising with the customer onboarding tasks to the extensive technical knowledge about the product.
- Ensuring that all clients are provided with proper training on the company's service.
- Educating the customers for immediate success – providing key pointers and contextual knowledge.
- Collecting and acting on customer feedback – collecting data and improving the onboarding process to make it more efficient.
- Reviewing client applications to determine which applicants meet the criteria of the service offering.
- Overseeing customer account setup and implementation and offering product demos/tours.
- Solving customer queries – to avoid churn and customer frustration it is essential to deal with customer requirements in a timely manner.
- Implementing onboarding tools – important to manage the onboarding tool that gives the right analytics and insight.
- 2+ years of successful experience in a relevant position in a related industry – B2C e-commerce fulfillment/Account management within contract logistics/supply chain environments
- Effective organizational and time management skills
- Works with onboarding team, different customers, and other departments to meet customer needs, must be able to jump between different projects and manage multiple work streams
- Effective communication skills are a must-have. The role needs to share accurate information about the features (interactive walk-through, product tour, etc.), give clear and precise responses to user feedback, and communicate with the customers in empathy and patience.
- Strong problem solving attitude, able to identify problems and seek a efficient effective solution by engaging with relevant stakeholders both internally and externally
- Advanced knowledge of ability to analyze market trends and competitor behavior.
- Strong knowledge and understanding of e-commerce fulfillment and SME market
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Customer Onboarding Manager - Hinckley, Leicestershire, United Kingdom - DP World
Description
DP World is seeking a Customer Onboarding Manager (Account Management) for a new service, created and driven by a single purpose - to help small and mid-sized e-commerce businesses scale by offering technology-driven fulfillment solutions that enable business founders to devote more time to the things that matter most in their businesses. This role will be based out of our operation in Hinckley but with expectation to travel when required across the UK. In this role you will account manage a number of small/medium business customers dealing with their journey through to activation utilising our fulfilment solutions and being a focal point for account queries.
About the role:
How you will contribute:
Your Key Skills:
Compensation
DP World offers exciting and challenging roles within a growing international organization. We strive to hire and develop the right people, locally and globally, stimulating personal growth and self-development within an informal atmosphere. We offer a market competitive compensation package.
About DP World
Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world's trade flow better, changing what's possible for the customers and communities we serve globally.
With a dedicated, diverse and professional team of more than 103,000 employees spanning 75 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that's fit for the future.
We're rapidly transforming and integrating our businesses -- Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades. The DP World family comprises of syncreon, Imperial and P&O.
What's more, we're reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we're at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimising disruptions from the factory floor to the customer's door.
WE MAKE TRADE FLOW
TO CHANGE WHAT'S POSSIBLE FOR EVERYONE
DP World is committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We believe that employees are happiest when they're empowered to be their true, authentic selves. So, please come as you are. We can't wait to meet you.
By submitting your resume and application information, you authorize DP World to transmit and store your information in the world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies.
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