Customer Onboarding Manager
efm, Australia
Job Description
At the heart of our service offering are our people and our promise to deliver a no better logistics experience. efm Logistics is leading as the largest 4PL provider in Australia amp; NZ, meaning we do much more than just ship goods. We design, build, manage and provide integrated, optimised supply chain solutions.
As the Customer Onboarding Manager you will not only be responsible for leading and mentoring a high performing team, but also developing and maintaining long-term relationships with new customers won by the efm New Business Team. This would include connecting with key stakeholders in the customer environment, managing and setting up systems and process for new accounts, and ensuring that the back office shared services provides an ongoing quality solution that meets customer needs.
Requirements
- Lead all Implementation Projects
- Manage Project timelines along with GM and other team leaders
- Develop and maintain multi-tiered relationships with clients
- Manage new accounts through a hyper care period
- Build detailed documentation and workflows
- Operate as the lead point of contact for all matters specific to your customers
- Manage client expectations
- Build and maintain strong, long-lasting customer relationships
- Develop a trusted advisor relationship with key customer stakeholders and executive sponsors
- Ensure the timely and successful delivery of our solutions according to customer needs and objectives
- Expand share of wallet
- Ensure account retention
- Clearly communicate the progress of weekly/monthly/quarterly initiatives to internal and external stakeholders
- Forecast and track key account metrics, including KPI management
- Assist with high severity requests or issue escalations as needed
- Limit scope creep regarding solution
- Proactive engagement- calls customers to advise on permanent rectification of an issue
- Obtain referrals where opportunities exist
- Pay weekly visits, conduct formal monthly reviews, and quarterly business reviews with executive sponsor
Experience Required
- Minimum of 2+ years of supply chain / logistics experience
- Experience in managing projects preferred but not essential
- Understanding of Sales, Finance, Billing, Business Analysis and Quality Control along with the ways in which these areas impact upon the day-to-day service provide by efm to each of its clients.
- Experience in delivering client-focused solutions based on customer needs
- Proven ability to manage multiple projects at a time while paying strict attention to detail
- Proven creative thinking ability to overcome customer rejections
- Adaptable in dealing with ever-changing conditions
- Conflict resolution (internal and external)
Benefits
Why should you join efm Logistics?
- Onsite training and ongoing professional development
- Work with like-mined and passionate people in an environment that will support and challenge you
- Working with state-of-the-art cloud-based technology (OneFlo), that allows our clients to manage their entire logistics ecosystem
- Outstanding opportunity to enhance your career in the logistics and supply chain industry
- Onsite parking and onsite cafe exclusive to efm staff
- Quarterly company functions + team building activities
How to apply
If this sounds like you, please send your CV via the link below.