Customer Implementation Coordinator

4 weeks ago

West Drayton, United Kingdom Freightserve Full time

Freightserve recruitment are looking for an Customer Implementation Coordinator for a well established niche sector Freight Forwarder based in the Heathrow area.

The Customer Implementation Coordinator role is required to handle the successful onboarding of new customers. The role will involve assisting with solution development, planning, implementing and actively managing new customer accounts through the initialonboarding phase. This will involve communicating with both internal and external stakeholders to ensure service standards are met, with customers expectations both aligned and surpassed, building the foundation for a healthy and long term relationship.

**M ain Role Accountabilities**

**New Business Implementation**
- Drive successful new business implementation via interaction with the EMEA Operations teams & Sales teams, to ensure all processes are understood during the onboarding process.
- Support customer trials
- Ensure consistency in communications between office and regions
- Ensure customer solutions are robust and well thought through.
- Work alongside CS Teams to ensure that all customer expectations are established and documented, with appropriate consultations with Operations Management teams to ensure these align internally.
- Ensure customer understands implementation process and is comfortable with the onboarding plan.
- Design and write customer specific SOPs for internal and external distribution following sign off.
- Introduce key members of the OAM / Operations teams in relevant regions.
- Ensure the buying and selling rates are loaded in the system and approved for auto-rating.
- Ensure customer is established on CW and all forms allocated to their account. i.e credit app / Agency Agreement.
- Train operations teams on finalised SOP documents.
- Remain in regular contact with Operations Teams and customer through the implementation phase to ensure all processes are being followed, ensuring adjustments are made if needed.
- Monitor all stages of workflow from collection through to invoicing.
- Audit files regularly to ensure invoicing accuracy.
- Hold weekly review calls with customer stakeholders to ensure service standards are being met, addressing concerns if required.
- Take on any issue escalations during the implementation phase and address with Management teams.
- Once account is successfully implemented following 3 months of operation, hand over control to Operations and / or OAM team for continued support.

**PersonalAttributes**

Onboarding new customers requires a thorough, considered approach, with strong attention to detail. We need to ensure that we leave no stone unturned in the setup process, so that we mitigate the risk of service issues upon commencement of business. Customerfocused and process driven, with an experience in providing multimodal logistics. Will have experience in building multi-level relationships and highly developed communication skills

**K eySkillsandAttributes**
- Dynamic, Customer service driven individual.
- Organised and methodical, with great attention to detail.
- Work pro-actively using own initiative.
- Proven communication skills both written and verbal.
- Previous experience dealing with a varied customer base and building strong relationships.
- Delivery of projects within agreed timescales.
- Ability to work closely with both internal and external stakeholders.
- Possess appropriate IT skills across Microsoft Products - Cargowise experience is also favourable.

**QualificationsandExperience**
- A minimum of three years of logistics industry experience.
- Sound knowledge of multimodal logistics solutions
- Six Sigma or equivalent project planning training/experience
- Dangerous Goods Awareness and customs compliance knowledge is a plus.

As an agency we are fast becoming the number one Freight specialist in the UK. We have a fast growing reputation with most Freight related companies. Freightserve has been established since 1992 working within the Freight Forwarding and Shipping industry.

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