Customer Success Manager
3 weeks ago
At the heart of our service offering are our people and our promise to deliver a no better logistics experience. efm Logistics is leading as the largest 4PL provider in Australia & NZ, meaning we do much more than just ship goods. We design, build, manage and provide integrated, optimised supply chain solutions.
As an independent service provider, we create tailored transport and warehousing solutions using a single technology platform and a dedicated Account Management team. Backed by 200+ industry experts, our people, technology, and innovation set us apart from the competition.
As a Customer Onboarding Account Manager you will partner with new customers to find solutions and deliver efficiencies within their supply chain. You will develop a deep understanding of customer requirements and provide valuable insights and expertise that enable us to navigate the complexities of logistics environment and solve problems quickly. Further, you will liaise with various internal departments to ensure each customer experiences a smooth transition to an efm solution.
As a Customer Onboarding Account Manager, your responsibilities will include:
- Building strong relationships with both internal and external stakeholders
- Implement & manage new accounts through the hyper care period
- Train new customers on the efm systems and process
- Provide strong service levels while ensuring competitive pricing
- Project management to ensure accurate, timely and actionable outcomes
- Influencing change to create further efficiencies across the customer's supply chain
- Working in close collaboration with customers to ensure they achieve project goals & timelines, ensuring service levels are met and annual NPS scores are achieved
- Managing and executing administrative functions for assigned accounts, including CRM management and general administration that will enhance overall portfolio results.
- Weekly KPI management
- Managing and executing administrative functions for assigned accounts, including CRM management and general administration that will enhance overall portfolio results.
- Working in close collaboration with customers to ensure they achieve project goals & timelines, ensuring service levels are met and annual NPS scores are achieved
- Influencing change to create further efficiencies across the customer's supply chain
- Project management to ensure accurate, timely and actionable outcomes
- Provide strong service levels while ensuring competitive pricing
- Train new customers on the efm systems and process
- Implement & manage new accounts through the hyper care period
Experience Required
- 2+ year's work experience in a customer facing role, ideally in an Account Management or Project Management position within the Logistics Industry
- Strong process focus, specifically in relationship management
- Deep understanding of commercial drivers of business
- Proven analysis, problem solving, decision making and negotiation skills
- Able to quickly navigate complex logistics scenarios and find the best solution
- Relentless passion for providing a no better customer experience
- A solution focused orientation
- Enjoy working in a fast-paced and challenging environment
- A solution focused orientation
- Relentless passion for providing a no better customer experience
- Able to quickly navigate complex logistics scenarios and find the best solution
- Proven analysis, problem solving, decision making and negotiation skills
- Deep understanding of commercial drivers of business
- Strong process focus, specifically in relationship management
Why should you join efm Logistics?
- Attractive remuneration scheme, with uncapped earning potential
- Strong focus on regular and ongoing professional development training, enhancing skills and career progression
- A dynamic and empowering culture, where we challenge each other to do it better
- An opportunity to be part of an industry leader
- Free parking
- Company functions and team building activities
- Partner with 2 charities, volunteering time to make a difference and contribute to the positive impact they are having both locally and internationally
- Company functions and team building activities
- Free parking
- An opportunity to be part of an industry leader
- A dynamic and empowering culture, where we challenge each other to do it better
- Strong focus on regular and ongoing professional development training, enhancing skills and career progression
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