As an Onboarding Specialist, you serve as the face and voice of the ShipMonk brand during implementations as clients transition their fulfillment to ShipMonk. You have the opportunity to make a meaningful difference in the lives of our clients. Our unparalleled servicing philosophy puts your passion to serve and your personality at the center of every client interaction, creating an opportunity to deliver value to our customers while deepening relationships with our company. Our goal is to be the indispensable fulfillment partner of our clients by delivering premium value that exceeds merchant needs.

In this role, the Onboarding Specialist delivers extraordinary service by effectively and efficiently onboarding clients. Your goal is to ensure that clients know how to use our systems and how to achieve success. You will work closely with the clients, our warehouse team, and developers to ensure requests are completed timely and accurately. If you are passionate about educating others, love process and technology, are results-driven, and are interested in working for a fast-paced, rapidly growing brand; this position may be an ideal fit for you.

Key Responsibilities

• Responsible for guiding new clients through the onboarding journey from integrating their stores, creating products, successfully receiving their inventory, and fulfilling their orders
• Act as the primary contact for new customers, answering questions, and providing guidance and solutions for 20 or more accounts.
• Educate customers about ShipMonk fulfillment processes so they are well-prepared to go live
• Demonstrate ShipMonk software and system features and troubleshooting through emails, phone calls, and video meetings to ensure comprehension
• Provide support to clients on Integrating their marketplaces (ex: Shopify and Amazon)
• Host live daily webinars to train clients on the onboarding journey milestones using a prepared slideshow while demonstrating the ShipMonk application
• Effectively communicate and partner with other ShipMonk departments (Sales, Launch Operations, Operations, Pricing, Developers, etc) to resolve onboarding challenges
• Ensure clients have completed all necessary steps to start shipping with ShipMonk in a timely manner
• Establish clear expectations between ShipMonk and clients
• Collaborate with leadership and training to create and update customer-facing education materials to ensure client adoption of ShipMonk tools and processes
• Recommend improvements to the sales, support, and operations processes to continuously enhance the overall customer onboarding experience
• Troubleshoot issues early on in the partnership to course-correct and set partnerships up for long-term success
• Maintain and achieve inter-department KPIs and metrics
• Advocate for customers by capturing and sharing feedback

Skills

• Project Management - organized and capable of multi-tasking, conducting proactive follow-ups
• Training - a knack for methodical education of clients to ensure adoption and success
• Critical Thinking - Use logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
• Communication - At ease speaking to large groups and preparing written communications to others to convey information effectively; outgoing and energetic personality. Ability to adjust communication style or method to meet clients where they are at
• Attention to Detail - Thorough, organized, active, and productive; able to manage multiple projects concurrently
• Active Listening - Give full attention to what other people are saying, take time to understand the points being made, respect ideas, ask questions as appropriate, and not interrupt at inappropriate times
• Be a team player who believes that their team's success is their success and they share responsibility when their team experiences difficulties along the way
• Resilient - Never give up and keep iterating until a problem is solved

Requirements

• 2+ years of experience in B2B or technology industry
• Hands-on experience selling, demonstrating, implementing, or supporting software
• Experience collaborating cross-departmentally to deliver comprehensive solutions
• Experience in fulfillment or third-party logistics a plus
• Proficient with Google Suite Apps (Sheets, Slides, Doc)
• Familiarity with MacBook computers and operating systems
• Spanish (speaking and writing) preferred
• Tech-savvy with the ability to quickly learn new product features and explain to others
• Analytical and creative in finding solutions for customers