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Delivery Management Sytem Onboarding Specialist

An Post Commerce

Job Purpose:

An Post Commerce is undertaking a significant system upgrade of its Delivery Management System (DMS) that is used by most of its parcel business customers throughout Ireland. In order to carry out this platform upgrade, An Post Commerce is building a team of highly motivated individuals who are capable of handling a high level of complexity in a client facing environment.
 
The Customer Onboarding Specialist will support a large population of SME customers to migrate from their legacy DMS to the Scurri system that has been chosen as the new shipping platform that will support An Post Commerce in its parcels business growth ambition.

Responsibilities:

  • Facilitate the onboarding process for An Post Commerce’s parcels customers:
    • Single customer point of contact responsible for the end to end client experience and satisfaction during the onboarding process
    • Collaborate with the customer to develop and execute an implementation plan, establish clear expectations and provide transparency of timelines using project management principles and practices
    • Assist the customer determine the best approach to integrate with Scurri’s product and API, define and document the integration process
    • Complete onboarding tasks, including the creation and configuration of accounts and users, the configuration of carriers and supporting the implementation of API integrations
    • Configure Scurri in order to meet customer business requirements
    • Assist the customer with training and usage of the Scurri solution
    • Assist the customer with the integration testing process
    • Verify that solution functionality is accurate and complete
    • Identify and communicate implementation issues and escalate to appropriate parties
    • Provide answers to clients by identifying problems; researching answers; guiding client through corrective steps
    • Manage onboarding activities via phone, teleconference, email and in person
  • Manage multiple onboarding projects running in parallel:
    • Coordinate activities across multiple projects with multiple customers and where required our internal IT team and our partner Scurri
    • Prioritise tasks to meet customer expectations
    • Own and drive identification, transparency, escalation, and resolution of risks and issues to closure
    • Manage and coordinate customer and internal partner communication and status updates
  • Acquire deep expertise in the Scurri system as well as internal An Post Commerce’s IT systems and operational delivery processes
  • Identify and implement opportunities for onboarding process improvements
  • Assist with documentation by creating and keeping both internal and online customer facing onboarding documentation up to date and valid
  • Business Support:
    • Support the Parcels sales teams and the sales process with identifying solutions, client presentations and in person client visits
    • Collaborate on strategic business initiatives as a Subject Matter Expert or Project Manager
  • Continuously improve overall function efficiency and performance to provide unrivalled customer experience.                                                                         

Person specification

 Essential Criteria

  • Robust interpersonal skills and experience showing ability to establish strong working relationships with customers and colleagues
  • 2-3 years’ experience in a customer facing role
  • Proven analytical, problem solving and troubleshooting skills
  • Previous experience with a Delivery Management Shipping solution (preferably Scurri)
  • Proven ability to meet established timelines independently and as part of a team in a fast paced environment
  • Proven capability in applying project management methodology to develop an implementation plan and execute deliverables
  • Experience in testing, configuring and delivering training related software
  • Patience and courtesy
  • Creative problem solving and critical thinking, with solid decision making abilities
  • Self-motivated and action-driven with the ability to take initiative, execute and follow-through
  • Well organised with superb time management skills

Desirable criteria

  • BS/BEng Degree
  • General understanding of e-commerce and electronic data flow
  • Experience in working with high volume customers with proven ability to keep organised and multi-task
  • Continuous improvement mindset with formal lean qualification
  • Experience with creating and updating process flows
  • Familiarity with JSON & XML

Critical Competencies:

(The following competencies are critical to the delivery of results and/or to superior performance in this role)
  • Technical knowledge
  • Teamwork
  • Customer & Quality Focused
  • Influencing & Gaining Commitment
  • Communications

About the Benefits

In addition to a highly competitive remuneration package we offer access to the following:
  • An Post Company Medical Scheme
  • Paid Maternity Leave
  • Paid Paternity Leave
  • An Post Pension Scheme
  • On site gym, fitness classes and shower facilities
  • Secure on-site bicycle parking & Cycle to Work Scheme
  • Tax Saver Travel Pass
  • City centre location

 How to Apply?

We welcome all interested candidates who meet the above criteria to submit a detailed CV to recruitment@anpost.ie by 5.00pm on Wednesday 14th October 2020.
 

An Post is an equal opportunity employer, celebrating diversity and championing inclusivity. If you require any reasonable accommodations to assist you in participating in the employee selection process, please simply let us know. 

About An Post

An Post has successfully restructured into two world-class businesses, An Post Mails & Parcels and An Post Retail, each with its own management team and long-term strategy. The Mails & Parcels Business is rapidly growing its eCommerce and mail marketing businesses, offsetting declining mail volumes, while still delivering the highest quality postal service to every home and business in Ireland. The business plays a fundamental role in Irish economic life as the backbone of eCommerce, making sure that communities across Ireland have the same access to goods as in major world cities. We are committed to digital transformation enabling us to build customer-centred competitive services. Read more about our strategy as well as our CSR, sustainability and equality initiatives here!