A multi-site Logistics provider, now seeks a Client Onboarding Manager with Logistics, Forwarding and Customs Clearance knowledge. The Client Onboarding Manager is the person responsible for ensuring that the client onboarding process goes smoothly. They are a cross-departmental leader and work with the Customs, Operations and Commercial teams to make sure that all objectives are met.
This is a remote role but attendance at an office in Dublin, Cork, Wexford or Coventry, UK can be facilitated. The company has a very ambitious management team and is happy to structure a package to attract a like-minded individual.
Responsibilities & Duties:
- Ensuring continuity between pre-sales and Customer Success.
- Lead internal cross team meetings to make sure that everyone is on the same page and knows what the objectives are.
- Minimise any confusion or miscommunication that may occur during the client's onboarding process.
- Ensure that all departments are working together towards a common goal.
- Manage the client on-boarding process.
- Work with various departments to make sure that everyone knows what they need to do and when it needs to be done by.
- Create an action plan for each new account so that there are no delays or confusion as far as who does what and when they're supposed to do them by.
- Ensures that the client's experience is consistent throughout their entire journey with the company.
- Ensure that all client communications are clear and that they understand what to expect at each stage of the process.
- Act as a liaison between Sales and Customer Success so that neither team misses any important steps or information.
- Coordinates client activities by holding regular client meetings.
- Provide feedback to international teams as to the client's experience throughout the journey.
- Provide regular client onboarding status reports.
- Track success rates and implement process changes so that improvements can be achieved in the future.
- Ensuring client satisfaction by constantly monitoring client accounts and resolving issues before they turn into major problems.
- Ensuring that the client's needs are met while adhering to the company's policies and procedures.
- Handling client escalations and complaints.
Experience, Education & Skills:
- Experience within logistics sector with substantial experience operating in a team environment.
- Ability to manage multiple onboarding projects simultaneously without loosing momentum or client engagement
- Experience in a fast-paced operations' environment, objective setting, including the establishment and monitoring of SLA’s/KPI’s.
- Experience of onboarding key clients
- Strong written and verbal communication skills required. Ability to communicate appropriately and effectively with internal and external clients.
- Proven ability in team focused skills coupled with an ability to drive onboarding projects and implement change.
- Strong IT literacy, including a strong understanding of maximising the effective utilisation of technology.
- Analytical – able to analyse and extract data, developing and adapting onboarding plans as necessary.
- Willingness to establish and manage culture change initiatives, while driving efficiency.
- Commercially focused on maximising margin potential
- Strong interpersonal and organisation skills.
- Team player.
- Self-starter with the ability to work on your own initiative with minimum supervision.
Terms:
Full time permanent, remote working ideally with one days attendance within an office convenient to you (Dublin, Cork, Wexford or Coventry, UK)
Package:
€Neg + Pension, Healthcare + Bonus
For a confidential discussion on this or any other current opportunity please contact Garvan Cerasi
IAC-Nov22