Customer Implementation Specialist

3 weeks ago

Sydney, Australia OneStop Full time

**Why choose OneStop?**

Established in Sydney in 2002, OneStop has grown to support organisations across the globe, connecting people, goods & technology.

Our mission is to deliver seamless, secure, real-time data fuelled connections that power the logistics of delivery. We strive to modernise the movement of goods and provide supply chain participants with the best on the go IT solutions and services.

**At OneStop we**:

- Promote a positive work-life balance, primarily working from home in an ultra-hybrid model.
- Have one day of paid Birthday Leave in the month of your birthday.
- Provide ongoing training, development & career opportunities.
- Are a team of customer centric, agile innovators.
- Have regular all staff collaboration days.

At OneStop we want you to bring your true self to work. We are energised by our individuality, unique perspectives, and differing experiences. We believe that all team members should feel valued, respected, and safe irrespective of their sex, marital status or pregnancy, race, age, sexual orientation, gender history, religious or political beliefs, impairment, family responsibility or family status.

We champion a “safe to fail” environment in which we learn from each other, share ideas, and are guided by our OneStop values of:
**We Are Purposeful** **-** **We Make Things Simple -** **We Are Inventive - We Achieve Together**

**The opportunity at OneStop**:
We are looking for a Customer Implementation Specialist to join our team on a **12-month fixed-term contract**. In this role you will be responsible for implementing OneStop products to various customer sites, and act as the conduit between the business and our clients. You are required to understand what the implementation will look like from the perspective of all stakeholders and be actively engaged in the implementation process. This process consists of actioning the agreed implementation plan, communicating with and supporting the customer on their implementation responsibilities, and owning the BAU support handover for our Customer Service team.

**As Customer Specialist, you will**:

- Be an active member of the implementation team, supporting their goals and meeting customer expectations.
- Support the training of end-product users.
- Support the implementation team in the change management required during introduction and deployment of new systems to customer sites.
- Facilitate data entry or conversion activities for setup and configuration of software for new and existing customers.
- Provide Level 1 support services to customers when (product-wide) issues are raised.
- Understand customer needs and their operations.
- Work closely with Product and Delivery teams to ensure successful deployments of features to customers.
- Support existing OneStop customers, with their support and service requests to ensure effective issue resolution.
- Adhere to customer resolution and satisfaction requests within control.
- Update user guides to support customer needs.
- Document processes & daily tasks.
- Occasionally travel to customer sites, both interstate and overseas.
- Play an active role within our department’s Process Excellence (PEX) initiative projects.

**What will you bring to the role?**
- 2+ years of experience in a similar product implementation/support role.
- Microsoft Office skills to an intermediate level, especially Excel.
- Excellent communication skills, both written and verbal; with the ability to engage with stakeholders at all levels internally or externally.
- Ability to listen and understand client requests, and then take appropriate action.
- Have a proactive approach to working and the ability to self-motivate, plan, organise and prioritise activities based on outcomes required.
- Ability to work cooperatively and collaborate in a professional team environment.
- Ability to identify, analyse and solve business and operational problems.
- Ability to take accountability of tasks and to oversee them to completion.
- Project coordination experience (not essential).
- Applicants with experience in and knowledge of the supply chain/logistics industry will be highly regarded.

**What’s next?**

Please note that while OneStop offers a highly flexible working environment, our employees must be based in Sydney or live within a reasonable commuting distance of our Sydney office.**Agencies - please note that we are recruiting for this position directly and will not be engaging agency partners or accepting resumes.

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