Customer Onboarding

4 weeks ago

Oakville, Canada ASL Distribution Services Ltd Full time

Established in 1959 and recognized as one of Canada’s Best Managed Companies since 2008, ASL Distribution Services Limited (ASL) is a powerful distribution hub for leading North American companies, including Fortune 100 companies. ASL is a dynamic and passionate third party logistics service provider that offers its clients a diverse range of customized services, such as warehousing and distribution, e-commerce fulfillment, brokerage, asset-based transportation and final mile delivery. ASL offers competitive wages along with a comprehensive benefits package including medical, dental, vision, vacation, company RRSP, work life balance and employee events throughout the year in an exciting work environment focused on training, open communication, and career advancement.

ASL is looking to add an experienced and skilled Customer Onboarding & Success Manager to take on a challenging role of building this new and exciting domain for ASL ground up. This individual will have a mission to empower ASLs customers to achieve their goals by understanding their unique needs and logistical challenges, provide custom solutions and ensure seamless adoption of ASLs suite of services. Building lasting relationships that drive mutual growth and success though continuous collaboration, communication, and commitment is essential. Tactically, this position is responsible for new customer launches, onboarding, customer retention, renewals, contracts management and driving lifetime customer value. This is a permanent, full-time position with work hours from Monday-Friday.

Key Duties / responsibilities:

  • Develop a system to measure periodic customer satisfaction score against customer goals and expectations. Understand pain points and challenges to proactively engage with customers at risk. Measure and report customer retention.
  • Drive revenue growth by owning the annual rate increases including general rate increases as well as custom increases applied to specific customers and/or services.
  • Develop long term synergistic relationships with key customers and drive ASL's transition from transactional service provider to strategic partner/trusted adviser by moving up the value pyramid.
  • Work with Sales, Finance and business unit leaders to develop customer forecasts, annual budgets and monitor promised (new accounts) or forecasted (existing accounts) vs actual volume/revenue metrics on a weekly/monthly basis.
  • Working with customer service manager, develop a system to monitor customer complaints, identify trends, create an issue log, develop and implement solutions to enhance customer score on ASL's responsiveness and problem-solving ability.
  • Develop a repository of all customer contracts tracking expiration dates, renewals, notice periods, reviewing amendments.
  • Develop a system to measure Operating Performance against the contracted SLA's and the R5 model by monitoring and reporting KPIs, deep dive on customer claims to improve underlying business operation, preparing QBR reports and presenting to key accounts.
  • Manage customer portfolio by measuring, monitoring and reporting key metrics such as spend, revenue, profit, acquisition costs, pricing, net revenue retention, growth rate, cost to serve, service metrics, risk score, first contact resolution %, customer health score.
  • Support leadership team in identifying customers that are not meeting volume/revenue/profit thresholds and develop an exit plan.
  • Develop, lead and manage end to end customer onboarding process right from the early sales cycle to 30-60-90 days follow up and from QBR’s to contract renewals.
  • Develop a comprehensive strategy for proactive communication with all key customers to ensure top notch customer experience, be aware and resolve trending pain points, close loop with Operations.
  • Seek referrals and testimonials in addition to encouraging customers to participate in ASL's marketing campaigns while feeding information back to Sales as leads.

Requirements:

  • 3+ years of previous experience in a similar role preferably within a Logistics/ 3PL/Supply Chain environment is a must.
  • Previous experience in onboarding/launching B2B customers.
  • Demonstrated skills in managing large scale cross functional projects.
  • Previous background in Sales, Customer Service, Business Development, Account Management is strongly preferred.
  • Strong domain knowledge of supply chain, warehousing, transportation and/or 3PL is critical.
  • Familiarity with Salesforce, warehouse and transportation management systems is a plus.
  • Previous Lean, Project Management and/or Six Sigma experience/certification preferred.
  • A strategic thinker who can tactically get things done.
  • Be able to lead without authority holding people accountable to drive required results.
  • Strong interpersonal and written/oral communication skills - must be able to communicate throughout the organization with different departments and across all levels.
  • Strong attention to detail, organization skills & problem-solving abilities
  • Post-Secondary education in Logistics or Supply Chain field is preferred.

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