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Strategic Account Manager and Client On Boarding Specialist

SUMMARY

Fulfilltopia, is a 3rd party logistics and warehousing company focused on ecommerce order fulfillment and bulk distribution for our clients.  With a fast paced environment and experiencing high growth, we're seeking the right individual to:

  • On board new clients to support the sales team
  • Train clients on our web based warehouse management system
  • Build strong relationships with our clients and focus on client retention
  • Be solutions oriented and an effective problem solver
  • "See the big picture first"
  • Be creative and think outside the box
  • Customer success is the core of our company and this position requires a tech savvy solutions oriented individual 

In this role, you’ll work with:

  • Customer Support Specialists
  • Sales Team
  • Clients
  • Operations

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

Onboarding

  • Serve as the primary point of contact for our clients during the onboarding process
  • Manage the internal onboarding timeline and task lists to make sure all teams are on schedule.
  • Setup of systems and accounts in Fulfilltopia’s and client applications
  • Follow established implementation processes and implementation guidelines to setup and configure new client accounts.
  • Work with Sales Team to understand client expectations to ensure that the Onboarding Team has all necessary information for a smooth transition.

Tech Support

  • Troubleshoot any technical issues regarding systems integration
  • Creating/Modifying clients shopping cart or OMS systems
  • Shipping configuration
  • Order flow

Account Management

  • Become a product expert and can transfer your expert knowledge to new clients.
  • Review and understand clients’ challenges to successfully implement solutions.
  • Document all client communication.
  • Collaborate with internal teams, including Operations, Sales and Customer Support Specialists to establish plans tailored to meet each client's unique needs.
  • Ensure proper and consistent communication of status to the client and internal teams.
  • Use problem solving skills to provide solutions for challenges that arise with the clients.
  • Assist the Leadership with the design and implementation of a new training and onboarding processes that pertain to client needs and solutions
  • Regularly with getting feedback, review with clients performance data, costs and solutions to improve their business.
  • Assist with development and updates to current training modules.

Client Onboarding Specialist Requirements:

  • Bachelor's degree preferred
  • 5+ years in client service experience and Account Management
  • Strong analytical, quantitative and problem-solving skills
  • Top-notch oral and written communication skills
  • Project Management Experience, a plus
  • Willingness to work outside standard business hours to support our customers when they need it most
  • Ability to work both in a team environment and independently
  • Outstanding attention to detail, with strong ethic of personal responsibility
  • Experience using Zendesk or other CRM or customer service applications

Job Type: Full-time

Character Traits and Qualities

  • A team player who takes pride in their work and goes the extra mile to ensure the job is done right.
  • A strong communicator who is upbeat, driven, and well-organized, shares a passion for technology, and enjoys working in a fast-paced environment.
  • Someone who can get their hands dirty and are energized by working with a self-motivated and supportive team.
  • Empathetic to the challenges unique to different types of business models, and can anticipate client needs and concerns before they arise.

 

Compensation:

  • Salary + Retention Bonus/Commissions
  • Paid Time Off
  • Health & Dental Insurance
  • Retirement
  • Short/Long Term Disability
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