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Logistics Customer Service Manager

Job Description

Manager of Customer Onboarding


Summary:


The Manager of Customer Onboarding (MCO) is responsible for delivering nothing short of an exceptional on-boarding experience for all of Seldat's new customers. The overall process includes syncing various Seldat's departments and their resources (Sales, Legal, IT, Operations, Engineering, Finance) with customer resources (Decision Makers, IT and Operations). The MCO is also responsible for managing customer expectations and ensuring that Seldat's promises to the customer are met.


The MCO is responsible for all Seldat services including (Drayage, Transportation and Warehousing). The MCO is not responsible for WMS and Ocean Onboarding.


Responsibilities:


Forming relationships with process owners from all Seldat departments and each new Customer.


Familiarizing with customer:


o SLAs for inbound/outbound


o Inventory Accuracy


o Rates


o Spec-sheet as provided by Sales


Familiarize with implementation needs as related to space, staffing, IT package, equipment and facility layout to ensure compliance with Seldat and customer commitments.


Formulate a detailed project plan inclusive of all disciplines and estimate project durationusing excel or other software that can be shared.


Keeping in mind a separate project plan for inventory transfer may be necessary.


Review resource availability for both Seldat and Customer and assign project "Kick-of" and "Go-Live" dates.


Set up meetings (with relevant meeting frequency) to manage each project and hold task owners accountable for task accuracy and timing.


Set expectations by forming steering committees and holding scheduled meetings to review progress and potential issues/changes.


Keeping in mind that systemic reporting, especially at executive level, is responsible for portraying Seldat's performance in terms of SLA and billing the MCO must work with IT and operations to ensure excellent reporting in terms of accuracy, customer expectations and esthetics.


o This includes any high level and tactical reporting on the customer dash-board as well as the dash-board itself. (Also applies to manual reporting)


o Operational reports - should be in sync to manage "by-customer" priorities and based off staff feedback.


Ensure to conduct UATs and where applicable FATs and VATs prior to "Go-Live".


Post Go-Live the MCO will participate in each operation to ensure staff is executing the process as agreed. This includes:


o Being on all e-mails


o Managing communication flow between customer and operations


o Reviewing Operational Reports


o Reviewing any Invoices


o Providing feedback to operations including developing SOPs


Hand off the process to CSR after two billing cycles, or as needed.


 


Preferred Skills and Experience:


Greater than 4 years with hands-on warehousing, transportation or any combination of the two.


College degree or higher


Project Management


Self-starter


Analyzing and Reporting on relevant Data


Excellent Interpersonal Skills


Proactive communication skills including verbal and written


Multi-Tasking is a must


Ability to travel up to 20%


Proficient in Microsoft Suite including


o Excel


o PowerPoint


o Word


English and Spanish speaking preferred, but not required



Company Description
About Seldat
Seldat Distribution, Inc. provides innovative, scalable solutions and services that help companies in every link of the global supply chain grow and prosper. Our mission is to empower businesses and consumers worldwide to find, buy, and sell anything -- without the limitations of borders and logistics challenges.
Headquartered in New Jersey, Seldat employs more than 2,200 professionals across North America, LATAM, EMEA, and APAC. To learn more, please visit www.seldatinc.com



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