Customer Onboarding Specialist
Bigblue, France
Job Description
Our mission is to enable all brands, regardless of size and expertise, to delight their customers with simple, super-trustable and empowering logistics.
At Bigblue we believe that brands can only grow as big as their logistics. That's why we're building a customer-centric solution powered by strong technology that gives brands full visibility and ultimate control inside a simple, well-integrated platform.
Launched in France one year ago, Bigblue meets a crazy success: more than 60 European brands have trusted us and are now enjoying the logistics they've always dreamt of!
Become a part of a fast-growing, young and dynamic start-up and join the adventure to shape the future of logistics!
Onboarding is one of the most important elements of customer success as it brings the customer from the very first moment of signup, to the moment of first success with our service. As the customer onboarding specialist, your role is to ensure customer satisfaction throughout this crucial stage.
Coach and advise throughout a decisive moment
You make sure to fully understand the requirements of the customer in terms of timescales, prerequisites and assistance.
* You share best practices with our customers and make sure they comply with our warehouse requirements.
* You oversee the signing of the contract and respond to all related customer requests.
* You keep a close eye on our customers' first shipments and ensure that they run perfectly.
* You work with our customers to improve the operational aspects of their business and their internal processes.
Build trust to initiate long-lasting and successful relationships
* You educate the customer on the specifics of the Bigblue service to unlock value.
* You are the leading expert on our product and the face of Bigblue for our onboarding customers.
* Each client has unique needs and you help them effectively leverage our solution to achieve maximum impact for their business.
* By stepping into our customer shoes, you remove blockers and set them up for success by leveraging Bigblue tools.
Continuously upgrade Bigblue onboarding
* You champion the needs of our customers internally to consistently improve the onboarding experience.
* You track and report onboarding performance amp; satisfaction targets using appropriate metrics.
* You take a critical look at internal processes to provide amp; implement suggested improvements to make the boarding process as efficient as possible.
Requirements
WHAT YOU NEED
- 2+ year of experience in a client-facing role (ideally with existing e-commerce experience).
- Language : you're fluent in spoken and written English and French.
- You have exceptional written and verbal communication skills with the ability to face external and internal partners in a professional and mature manner.
- You are empathetic by nature and are willing to step into a customers’ shoes.
- You are detail-oriented, organized, and have high capability to work on different projects in parallel.
- Quick learner you are able to assimilate huge amounts of information quickly.
- You are curious by nature, and want to bring a growth mindset to work every day.
- You are a true team-player and contribute positive energy to a team.
BONUS POINTS FOR
- Entrepreneurial spirit
- Passion about digital and making life simpler with technology
- Experience in e-commerce fulfillment
- Challengers: you like solving new problems and are never settling for how something ‘has always been done’
- Fluency in a third language
Benefits
PERKS
We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! :)
- You'll be working at an early stage startup with enormous growth potential and will make a strong contribution to the company's strategy.
- You'll have a lot of ownership and will be in charge of impactful missions within a very caring team.
- Wanna learn? We organize weekly learning sessions and encourage any learning opportunity that makes you grow!
- We are a team of foodies, so every single day, lunch is on us. Better said, we're cooking so you'll have access to great food all day long!
Interview process
There are 3 steps
* A 1st presentation call with a member of the Operations team or with the hiring manager - 30 mn
* A role play