Due to the internal career progression of our current specialist, The Delivery Group is now recruiting for an eCommerce and Mail product onboarding specialist. This exciting opportunity is a full-time role, with a requirement for essential travel to our customers locations. You will be an excellent communicator who can liaise effectively with our technical teams both inhouse and external vendors to create bespoke solutions for our customers. You will be flexible and motivated to work to ensure customer satisfaction and compliance always both within and outside of business hours, as business dictates.
JOB OVERVIEW:
The Delivery Group prides itself on providing an excellent and flexible Customer Experience, where we work to exceed our clients expectation every day. Our experienced and established team of technical onboarding specialists work tirelessly to ensure that they provide quality legal compliance and technical support to all new clients and our business; working with all facets of The Delivery Group to meet deadlines and ensure a smooth set up of every account. Effective communication with Business Development Managers to support on new opportunities, IT, Operations to set up collections and or deliver consumables on time, Client Services to support new clients for the first two weeks of trading, and finance is key, to ensure the smooth onboarding of our eCommerce and Mail clients.
The right candidate will have had experience of Warehouse Management Systems, will be familiar with API integrations and finding solutions that might sit outside the normal onboarding process. Would have worked in a process driven environment with a can-do attitude. A good understanding of label generation and parameters in our own systems and WMS are critical.
The Role will suit a tenacious individual, who enjoys getting under the skin of how a 3PL, eCommerce Client or Mail Client produces their products, which will allow you to understand when our systems would need to interact to provide a solution to the client, whilst keeping them engaged in the process. It will involve problem solving and taking valued inputs from internal and external stakeholders to provide effective solutions. Your record keeping, organisational and reporting skills will be crucial in working with the team and providing live updates on each account you are working on at all times. Good customer coaching, patience and interpersonal skills are critical, as you need to voice your concerns but also provide solutions to any supposed blockers both internally and externally.
MAIN DUTIES:
- Act as the conduit between the client and internal stakeholders to design and deliver a solution for our clients, this may include one of our many WMS integrations, API interface or more simpler CSV uploads or AWB screens.
- Understand the customers process and where our integration lies, pre picking, post picking, pre data cleansing or post data cleansing, the outcome for the client and the success will be determined on your full end to end knowledge of a production flow.
- Work with the Internal teams to develop the product offering support to team members and the wider stakeholders in the business.
- Managing the onboarding process, deploying training to clients of how we utilise the systems correctly, understanding the clients constraints and developing a solution-based approach
- Visiting the clients site for the first collections and being on Standby to assist with label carrier production on site or remotely.
- Installing or assisting to install any Hardware including label printers at clients sites
- Acting as a point of contact for the newly onboarded client for the first 2 weeks of any integration.
- Being a team player and suggesting benefits to our own internal software to give clients enhanced products, productivity and visibility.
- Managing and communicating with the Business development managers of any issues or problems during the onboarding process
- Reporting daily and weekly on the progress made to your internal teams and being a valued member of the business.
The above list of duties and responsibilities may be changed, altered, or added too in the future and is not exhaustive.
EXPERIENCE:
- A good IT experience, that will have seen you exposed to APIs, (JOSN and XML), an understanding of WMS and the complexities of Dimensions and weights
- A good customer rapport that can be demonstrated in previous roles
- Proficiency in MS office suite particularly excel and CSV files
- Understand the commerciality of client relationships and prioritising clients
- Successful applicant to come from within the parcel, e-commerce distribution or mail industry ideally.
- Preferably a good understanding of bulk systems (BBS, Cygnus, matchit). Understanding of mail mark and wholesale industry practice.
- Good understanding of the ecommerce market.
- Good understanding of WMS / Connectors (Linnworks/Despatch Cloud for instance)eBay/Amazon, understanding of what they do and why.
- Ability to work within a tight team, however also on your own initiative
ABOUT YOU:
- Excellent attention to detail and process driven
- Tenacity to chase items down to resolution.
- Confidence to hold business stakeholder to SLAs ensuring that best possible business outcome is achieved.
- Collaborative nature working with internal and external stakeholders with a solutions-based mindset whilst gatekeeping to ensure legal compliance
- Enjoys being in the detail and getting accounts to balance. Understanding of a large opportunity and whats needed for that external stakeholder.
- Willingness and ability to understand complicated customer relationships
- Displays curiosity to understand wider business issues to expand understanding and effectiveness of the team.
- Self-discipline and initiative
- Goes above and beyond to meet deadlines/assist internal stakeholders.
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