eLogistics Customer Account Advisor
Company: GEODIS
Location: Antioch
Posted on: June 25, 2022
Job Description:
Responsibilities:
- Leads the onboarding process for new and existing e-Logistics
customers via a standardized business process, focusing on timing &
executing functional steps
- Works with sales team on successfully transitioning prospects
to eLogistics customers by gathering detailed information about
their product line for population into our databases, defining
packaging requirements, and defining returns processes
- Communicates e-Logistics products and their requirements;
includes reviewing customer specific requirements
- Sets up and trains customers to use the e-Logistics Dashboard
tool (GEODIS Visibility) and ensures comprehension and ability to
use key features
- Be the primary point of contact for customer support during the
onboarding process via phone, chat, web, or email with a focus on
prioritization and timely resolution
- Manages and anticipates customer questions/concerns (phone,
chat, and email) and trouble tickets during the onboarding process
and effectively communicates with both internal departments and the
customer to resolve onboarding issues
- Listens to the customer's inquiries to accurately understand
their concerns or issues and recommend new services to improve
their experience
- Follows through on commitments made to the customer with
integrity
- Focuses on cycle time reduction through optimized process and
brand experience
- Communicates with internal departments to ensure customer
feedback is understood and applied to help build the next
generation of the e-Logistics product suite
- Develops training and FAQ materials for customers
- Successfully transitions the customer post onboarding to the
e-Logistics Customer Success Advisor for long-term success
- Mentors and supports customer success peers
- Other duties as required and assigned
Desired Qualifications:
- 4 years of related experience; or an equivalent combination of
education and experience
- Project management experience preferred
- Familiarity with CRM systems, ticketing systems (like Zendesk
and/or Salesforce) and practices
- Familiarity with common commerce platforms like Shopify or
Magento
- Strong phone etiquette and active listening skills with
attention to detail
- Ability to effectively handle high-stress interactions and
de-escalate highly emotional situations
- Ability to work collaboratively with other departments in the
organization
- Ability to think on your feet, adapt/respond to different
personalities and provide lightning-quick resolutions to
merchants
- Ability to apply common sense understanding to carry out
instructions furnished in written, oral, or diagram form
- Ability to communicate with various levels of the organization
as well as various levels of the customer's organization
- Ability to work with little supervisionBenefits:Health, dental,
and vision insurance after 30 days of employment401k matchEmployee
discountsAccess to employee perks like fitness class discounts and
free access to a relaxation and meditation appCasual, fun, and
collaborative work environmentTravel opportunitiesPaid maternity
and paternity leaveFree financial wellness programsDaycare discount
programFree telemedical access to doctors and therapistsHybrid and
flexible workplace - our teammates work from home at least a couple
days a week.Opportunities to volunteer and give back to your
community Access to career development, employee resource groups,
and mentorship programs
Keywords: GEODIS, Nashville , eLogistics Customer Account Advisor, Other , Antioch, Tennessee
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