Customer Onboarding Analyst

Customer Onboarding Analyst is required by my international client based in the Slough area. They are looking for a recent graduate level candidate who has some customer service experience to join their Customer Onboarding Team which makes up part of their larger IT capability.

This role will be office based for five days per week whilst full training is given, once up to speed they work a hybrid model with three days onsite and two days remote based.

Responsibilities, not limited to:

The successful candidate will be responsible for:

Customer Onboarding for Fulfilment Customers and First line Support for any customer issues raised with the IT Team

The role will be responsible for being the first line support for the following tasks:

• Customer Issues

Providing first response to any customers raising an issue with booking a shipment or their integration. Working on getting a solution as quickly as possible either via solving the issue yourself or managing the relevant team members until the issue is resolved.

• Company Systems

Another part of the IT Team is the Support and System Infrastructure Team. You will also be working with them to ensure any issues raised for them are being dealt with respond to the tickets if needed.

• Integration Pre-Sales

Supporting the sales team by providing any information required to assist them with discussing the potential integration with prospect customers. Such as providing guides, documentation or organising conference calls with relevant team members.

• Customer Onboarding

Being the point of contact for customers integrating with the company, asking any questions that you can answer directly and liaising with IT Team Members where needed. Following the entire integration through until tested and that customer is live. Working interdepartmentally acting as a bridge between business and technical functions where needed.

• Requirements Gathering and Technical Specifications

Pre-Sales will establish a baseline for the needs of the customer, but you would need to be able to translate and establish these needs to both technical and business requirements. This may include gathering information from various departments, talking to the customer directly or even researching 3rd party software for implementation to existing systems.

• Internal Projects

There are always internal projects being delivered by the IT Team to improve business functions. This role will be involved in managing any information requests during development and then organise testing once complete while relaying and feedback.

Person Specification & Skills:

A candidate that would be successful in this role will have the following skills:

• Strong problem-solving skills to investigate issues and find the cause of the problem or find the best equipped team member to deal with the issue. Using processes such as trial-and-error and process of elimination
• Well-developed communication skills backed up by experience in customer facing roles. A ability to speak with confidence and in a concise manner. This includes both written and verbal communication.
• An ability to prioritise work based on the importance and potential impact of any tasks. This can also include having sudden issues or tasks being given to the candidate causing them to have to re-prioritise their workload.
• Good organisation and time management skills, particularly while working from home.
• An interest in learning new topics and technologies to a level of knowledge that can be applied and explained to others.
• Works well as part of a team both large and small, hopefully some experience of working with technical contacts such as developers.

A candidate would benefit from the following experience/ skills, but it is not required:

• A knowledge of the Logistics/ E-Commerce industry
• Experience using Salesforce/ Service Cloud
• Experience delivering projects
• A knowledge of/Experience with Warehouse Management Systems (WMS)

This is a fantastic entry level role, please send your CV in the first instance and if relevant you will be contacted with full role and company information.

We are passionate about promoting diversity, inclusion, and equality, and are committed to working with clients who share our outlook. We offer equal opportunities to all candidates regardless of background, identity, sexuality, and disability. We strive to create inclusive cultures where diversity is seen as real value for the company. Our mission is for everyone to feel empowered to be their true authentic selves at work.

The candidate must meet the following requirements:

• Be subject to Basic Disclosure & Barring Services check.
• Able to work a full 40 hour week