Onboarding Implementation Coordinator

6 months ago

Melbourne Airport, Australia Team Global Express Full time

**JOB DESCRIPTION**

**About Us**
Team Global Express is an Australian owned logistics business driving more sustainable transport solutions for our customers. Built on a 130-year-old history, our innovative thinking, assets, and capabilities support national interests, helping businesses operate efficiently. Our dynamic teams deliver across an expansive road, rail, air, and sea network, providing transport, logistics, and business solutions to customers throughout Australia and New Zealand.

Team Global Express is led by Christine Holgate, Group CEO, and backed by Allegro Funds, Australia’s most awarded transformation and turnaround private equity firm.

**About the role**
Team Global Express (TGE) are seeking the support of a driven Onboarding Implementation Coordinator. This role will see you provide an exceptional customer experience throughout the Customer Onboarding & Implementation process, ensuring long-term customer retention. By offering comprehensive pre and post onboarding support, the role aids the sales team in fulfilling their customer commitments. This role will also see you taking charge of customer communication, ensuring a seamless setup by providing access to essential details, such as welcome packs and training for a smooth transition from trade to BAU support. Your customer-centric approach and unwavering commitment to excellence will be vital to your success in the position.

**Primary Duties & Responsibilities**
- Manage the onboarding activities of new customers to ensure they are properly trained and equipped with the knowledge necessary for successful trade.
- Through consultation with Implementation Partners, support the phases of the Implementation & Project plan of new customers to ensure they are Operationally ready to trade effectively.
- Internal and external visibility of the status of the onboarding activities & tracking against implementation project timelines
- Maintain communication with customers during the implementation phase of every deliverable assigned to the onboarding advisor to maintain timeliness.
- Monitor the progress of the onboarding activities & implementation deliverables. Identify and support the elimination of implementation risk factors and barriers by promptly escalating problems and potential delays for active resolution.
- Serve as a primary point of contact between the salesperson and the external customer during the onboarding process.
- Maintain strong stakeholder management throughout the onboarding & Implementation process, and can build strong, dependable business relationships both internally and externally.
- Keep a close eye on the onboarding pipeline and provide weekly status updates to the onboarding stakeholder group.
- For successful onboarding & Implementation, it may be necessary to travel interstate and or customer sites to meet with internal and external stakeholders.
- Assist with the implementation and embedding of Customer Onboarding initiatives along with building strong cross-functional partnerships between Sales, Marketing and Business Operations
- Assist with developing, managing, and optimising frameworks, tools, and procedures for sales and account management so that sales teams can better onboard and manage customers.

**About You**

Are you a customer-centric professional who thrives on delivering excellent customer service to all stakeholders? Do you have proven experience in managing projects and meeting deadlines? Maybe you are looking for that next step in your career forging your love for customers and project management? If this resonates, this role could be for you Your strengths lie in your ability to easily build rapport and can influence across all levels of stakeholders. You are a collaborator at heart that enjoys managing multiple priorities. Along with this you are a great communicator that always ensures the customer is taken care of. Your previous project management experience, enthusiasm and work ethic will see you succeed in this role.

**Qualifications & Experience**:

- Customer centric with exceptional written and verbal communication skills
- Excellent organisational abilities with the capacity to manage multiple project components concurrently and meet deadlines.
- Demonstrated ability to resolve conflicts and solve problems.
- Ability to collaborate, lead, influence, challenge, forge relationships and outcomes at all levels.
- High degree of self-discipline to prioritise and work independently when necessary.
- The ability to handle situations of high pressure.
- Excellent accuracy, attention to detail, numerical, and interpersonal abilities.
- Exceptional ability to collaborate cooperatively and contribute as a member of a larger team.
- Ability to identify initiatives for continuous improvement.
- Excellent knowledge of the Microsoft programme suite (Excel, Word, PowerPoint).
- Salesforce CRM software knowledge ideal but not mandatory
- Understand fundamental principles of Project Management a

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