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​Customer Onboarding and Pro-active Sales – Dual Role

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​Customer Onboarding and Pro-active Sales – Dual Role

  • Location:

    Neath

  • Job type:

    Permanent

  • Salary:

    £23000 to £23000

  • Contact:

    Julie Morgan

  • Contact email:

    info@stdavid-recruitment.co.uk

  • Job ref:

    PEM7695

  • Published:

    about 1 month ago

  • Expiry date:

    2022-02-12

  • Startdate:

    ASAP

Customer Onboarding and Pro-active Sales – Dual Role

Neath

Permanent Full Time

£23,000

PEM7695

 

 

The main purpose of this role is to ensure the smooth adoption and use of their parcel system during and after installation, resulting in the best possible customer experience. There is also a requirement to undertake winning new business pro-active sales activity in and around the onboarding role. This latter part of the role will be until such time as the customer account management and onboarding requires full time focus.

Duties & Responsibilities

·       Deliver onboarding for new customers for both the IPC and RCU software platforms & to include:

o   Landlord portal training: end user account management, statistical reporting and capacity management

o   Full process training for delivery, collection, returns, drop off, pick up etc…

o   For non residential applications, provide process support for retail click and collect and other bespoke processes

·       You will be expected to monitor, measure and report both internally and externally to customers on system usage

·       Take appropriate steps to rectify any shortfall in end user registration and delivery volumes

·       The onboarding process will require post-installation video tutorials to be delivered to purchasing customers. These tutorials will be recorded for subsequent use by the customer.

·       You will also be required to issue welcome packs to customers as part of the initial system introduction and onboarding

·       You will also be required to issue self-help ‘how to videos’ and pdf guides. These will be tailored to suit the installed software process and configuration

·       You will manage the flow of starter kit materials such as the issue and return of ‘how to’ banners

·       As the products & systems develop and grow you will need to control and update the library of support documentation for each and every use case

·       You will review and continuously improve the standard onboarding templates and manage a document control register

·       You will be responsible for the administration of all contractual requirements relating to the purchase of the system including appropriately signed GDPR contracts with the customer, the issue of service and maintenance contracts and uploading the terms of use to customer system portals.

·       You will capture customer feedback for continuous improvement of the product and system platform. This will form part of the after sales account management for which you will also be responsible.

·       You will also be expected to upsell service and maintenance contracts where these have not been taken up by customers.

·       Also, whilst in discussion with customers you will endeavour to capture and relay any other sales opportunities to the team. This could be the expansion of the existing system or the purchase of new systems.

·       You will plan and diarise periodic update calls with existing customers to ensure customer satisfaction and the best possible customer experience

·       You will support the roll out of new features and software upgrades to customers as required

·       You will be charged with specific pro-active sales tasks with the objective of generating new sales opportunities for the wider sales team to pursue.

·       You will be required to deliver and support the onboarding process, whenever possible via remotely managed video meetings. However, there will also be a need to attend customer premises to deliver the onboarding.

 

Essential Skills

  • Experienced in Customer Service and Customer Account Management

  • Excellent communication and problem-solving skills

  • Engaging and positive with the ability to build lasting customer relationships

  • Tech savvy with working knowledge of office automation products, databases and remote control

  • Good understanding of computer systems, mobile devices and other tech products

  • Multi-tasking abilities

  • Customer-oriented and cool-tempered

·        Writing and Editing Skills to aid in writing and updating manuals

·        A formal qualification in customer service is desirable

This list is non-exhaustive and any other duties that commensurate with the level of this role may be required from time to time.