Multi-Lingual Onboarding Internal Customer Support Specialist

Reference:

39984ASOVN

Sector:

Logistics/Delivery Management , Operations

Salary:

£103.20 Per Day

Town/City:

City of London

Contract Type:

Temporary

Date Posted:

25/01/2023 12:09:00

Our global client is looking for driven, results orientated and customer obsessed Multi-Lingual On-boarding Internal Customer Support Specialist to support and on-board customer as well as improve on-boarding processes.

Job Description:

Our global client's team are changing the way they interact with customers around the globe and building a new, emerging business in shipping to solve some of the biggest logistical opportunities facing not just them, but the entire industry.

Their Shipping team are looking for driven, results orientated and customer obsessed Multi-Lingual On-boarding Internal Customer Support Specialist to support and on-board customer as well as improve on-boarding processes.

You will be directly responsible for impacting a customer's first experience of working with their business, working to KPIs that directly measure customer experience.

The key responsibilities for the role revolve around:

  1. Supporting directly and indirectly (partnering with the sales team) the customer on-boarding journey
  2. Continually reviewing processes and working with stakeholders to improve the overall customer support experience.

Key Responsibilities:

  • Work as a customer on-boarding & support SME.
  • Follow SOPs to support customers set up their shipping accounts and start shipping with their Shipping as fast as possible.
  • Support shippers and/or internal teams to set up rates, understand how to work with them, set up their operations and integration to print labels to hand packages to launch shipping with them.
  • Work with the Shipping stakeholders to solve shipper issues during on-boarding, 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 on-boarding performance and use this data to build solutions for improvement.

BASIC QUALIFICATIONS

  • 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 between Italian, French and/or Spanish

PREFERRED QUALIFICATIONS

  • Background in operations, logistics is a plus
  • Excel at communication and are comfortable with playing a lead role in a highly visible organisation.
  • Experience in data management
  • Expert use of MS Office Suite and CRM (e.g. Salesforce.com).

This is a hybrid role!

Interested?

Please do apply!

Parkside Recruitment Ltd is acting as an Employment Business in relation to this vacancy. Parkside Recruitment is an Equal Opportunities Employer.