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