- Company Name
- Peoples Post
- Job Title
- Customer Onboarding E-Commerce
- Job Description
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**Job Title**
Customer Onboarding – E‑Commerce
**Role Summary**
Drive the end‑to‑end onboarding of new e‑commerce merchants onto a logistics platform. Ensure swift, frictionless deployment, coordinate cross‑functional teams, provide first‑line technical support, and continuously improve the onboarding process.
**Expectations**
- Deliver a seamless transition from contract signing to live operations within agreed timeframes (typically 1–4 weeks).
- Achieve high post‑onboarding satisfaction scores (CES/NPS ≥ 70).
- Maintain accurate onboarding documentation and dashboards for all clients.
**Key Responsibilities**
- Lead the full customer journey: pre‑signing data collection, platform configuration (OMS/WMS/TMS), API/webhook integrations, and training.
- Run post‑onboarding reviews, collect feedback, and track key metrics (delivery success rate, incident volume).
- Resolve level‑1 support tickets: shipping anomalies, label issues, returns; escalated issues to Tech/Product as needed.
- Create and update knowledge‑base content (FAQs, guides, tutorials).
- Partner with Sales, Ops/Logistics, Tech/Product, and Customer Service to align launch activities.
- Identify recurring friction points, propose and implement standardized, automated workflows.
- Contribute client insights to product roadmap.
**Required Skills**
- 1–3 years in technical support, customer success, or e‑commerce/logistics integration (startup/scale‑up experience a plus).
- Proficiency with major e‑commerce platforms (Shopify, PrestaShop, WooCommerce, Magento).
- Hands‑on experience with shipping/fulfillment tools (Sendcloud, Boxtal, Shippingbo, Cubyn).
- Ability to handle basic integrations: APIs, plugins, webhooks, connector settings.
- Strong command of CRM, dashboard, and BI tools.
- Excellent written and oral communication, with a clear teaching/training style.
**Required Education & Certifications**
- Bachelor’s degree in Business, Information Technology, Supply Chain, or related field.
- Relevant certification in customer success or technological integration is a plus.