Customer Onboarding Specialist

WeShip Express is looking for a Customer Onboarding Specialist. It is preferred that this position will be located in Austin, TX and work a hybrid schedule 3 days a week in our corporate office, but remote is possible for the right candidate.

Who We Are

WeShip Express is an industry leading e-commerce specialized logistics company with over 20 years of compliance and shipping experience. Our all-hands-on deck team is dedicated to providing a reliable and efficient delivery experience. An entrepreneurial spirit with a commitment to our partners is the foundation of our culture and guides our vision. WeShip Express is growing our core business and expanding into new verticals and delivery systems. We are looking for enthusiastic, motivated, and creative people to join our team.

What You'll Do

The Customer Onboarding Specialist will be responsible for leading all new WeShip Express business through the onboarding process from beginning to end. This customer-facing role will act as the liaison between new customers and internal departments to ensure a smooth, successful, and expedient onboarding process for all new customers.

Essential Functions And Basic Duties

• Prepare onboarding client documentation, including Zoho project creation, client folders, Kick-off decks and scheduling and running Client Kickoff Calls & Trainings.
• Ensure a smooth and efficient onboarding experience for new customers by providing continuous communication with the account contact(s), resolving and responding to questions or concerns timely and professionally.
• Keep the customer informed of the onboarding progress via email, calls, Zoho Tickets, Video calls, etc and outline potential or unavoidable delays.
• Partner with internal departments to troubleshoot and resolve any onboarding obstacles or issues in a timely and effective manner, escalating when necessary.
• Keep all appropriate internal departments informed of the status of each onboarding account.
• Track status of all new accounts to ensure timelines are met and onboarding is completed in the agreed upon timeframe.
• Follow up with customers for the first 90 days of onboarding to ensure utilization of WSE systems and shipping volumes, escalating volume discrepancies to direct supervisor, and sales leadership.
• Other duties as assigned
  
  

Key Performance Indicators

• Maintain an onboarding customer response time of 4 business hours
• Onboard customers onto WSE systems within standard best practices
  
  

Qualifications

Knowledge Skills and Abilities Required

• Excellent project management and organizational skills.
• Excellent customer service skills with both external customers and internal partners.
• Must be self-motivated and able to work independently.
• Excellent verbal and written communication skills at all levels within an organization.
• Interest in learning all areas of the business to understand how they impact your role.
• Strong analytical ability
• Proficient in MS Office (Word, Excel, Outlook, PowerPoint).
  
  

Experience

• 1-2 years of experience onboarding new customers within the shipping and logistics industry.
• 2 years of customer service experience within the shipping and logistics industry
• Knowledge of integration systems such as Shopify, ShipStation, BigCommerce
• Knowledge of shipping network, system and policies preferred.
• Working knowledge of 3rd Party shipping systems required preferred.
  
  

Education

• Bachelor’s degree in related field or equivalent work experience
  
  

What We Offer

• Opportunity to join a growing industry and company
• Competitive compensation; uncapped commission earning opportunity
• Hiring range for Base Compensation Range: $60,000 - $75,000; actual offer dependent on experience and qualifications
• Benefits package includes Medical, Dental, and Vision
• Additional benefits available for Life and AD&D, Disability, Critical Illness, Accident, Hospital Indemnity, Identity Protection, Pet Insurance, and Legal Services Flexible Spending (FSA) and Health Savings (HSA) Accounts
• 401K retirement plan with company match
• Work from home stipend to support your home office
• Paid time off including vacation, sick days and floating holidays
• Coaching and mentoring to take your career to the next level