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Introduction:

My client, one of the world’s leading international e-commerce logistics providers, offering a diverse range of cross-border services for business and commerce, they are looking for an Onboarding and Implementation Manager

Responsibilities:

• Lead and manage the implementation of any new client in collaboration with the appropriate cross functional teams.
• Create, distribute, and maintain Standard Operational Procedures (SOPs) in collaboration with Sales, Operations, and Finance
• Engage with the customer at onboarding stage and maintain contact until handover to Key Account Manager at business as usual stage, from collection of information until sign-off of the onboarding
• Coordinates, follow-up and consolidates key information with Operations, IT, Finance, Legal and Compliance to support the completion of the onboarding phase
• Coordinate reporting to monitor live solutions over the Hypercare period; immediately communicate any issues or exceptions to internal stakeholders for corrective actions
• Track all meeting notes, action items, complaints, compliments distribute to appropriate people
• Assign a corrective action to every issue/complaint and follow-up on effectiveness of corrective action to ensure client satisfaction with the resolution (CRM)
• When necessary, travel domestic to visit accounts/account sites and branches to review procedures and maintain customer information/satisfaction
• Ensure all company policies and regulatory requirements are adhered to
• Understand accounts’ business strategy, objectives and risks/constraints; continually focus efforts on providing solutions to achieving objectives and mitigating risks/constraints
• Continuously pursue and implement more efficiency and cost reduction measures
• Support the sales team from time to time on marketing event organizations, CRM management and admin

Requirements:

• Degree holder
• 1-2 years sales experience in freight forwarding, logistics or eCommerce industry
• Good analytical and program management skills; ability to define, develop and document business processes and procedure
• Strong customer service, problem-solving, and interpersonal skills
• Strong project management skills
• Internal/external sales skills
• Excellent in English in written & spoken, Mandarin is a must
• Strong computer skills including Microsoft Office suite