Italian B2B Customer Onboarding Support Specialist

Role Title: Italian B2B Customer Onboarding Support Specialist
Location: Central London – Hybrid working with 3 days in the office and 2 days from home
Pay rate: £108.00 – £118.00 per day (Equivalent to £28,000 to £30,700 per annum)
Working hours: 40 per week
Start: Immediate start preferred OR a short notice period
Expected duration: 8 Months (May extend)

Job Description
Our client is a global tech and logistics business, they are looking for Onboarding Support Specialist to support and onboard Italian customers as well as improve onboarding process. You will be directly responsible for impacting a customer’s first experience of working with the business, working to KPIs that directly measure customer experience.
The key responsibilities for the role revolve around supporting directly and indirectly (partnering with the sales team) throughout the customer’s onboarding journey to allow clients to start shipping with the business in Italy.

KEY RESPONSIBILITIES

• Work as a customer onboarding & support SME for the commercial team and support customers set up their shipping accounts and start shipping with the business.
• Support shippers and/or internal teams to set up rates, understand how to work with us, set up their operations and integrations to print labels to hand packages to launch shipping with us.
• Investigate key onboarding blockers, identify the root cause and coordinate resolution working with multiple internal teams. proactively escalate internally.
• Work cross-functionally in a highly complex area with multiple stakeholders, partnering with Product, Marketing, Commercial, Sales, Customer Programs and Operations to drive change, and influence stakeholders.
• Be able to work with excel, drive reporting and use this data to build solutions for improvement.

Requirements

• Fluent in English and Italian required
• Experience in operations and logistics
• Expert use of MS Office Suite and CRM Salesforce (Highly desired)
• Bachelor’s Degree or equal experience

• Strong organisational skills, ability to work well in a fast-paced environment and multi-task in a high-energy environment.
• Proven ability to work with cross-functional teams to drive growth and process improvement for your business.
• Always does what is right for the customer – Relentlessly customer focused

PREFERRED QUALIFICATIONS

• Experience working in client facing roles, ideally in a sales or customer support function.
• Excel at communication and are comfortable with playing a lead role in a highly visible organization.