Customer Onboarding Manager (f/m/d)

DPW Logistics is seeking a Customer Onboarding Manager for its new product created and driven by a single purpose - to help small and mid-sized e-commerce businesses scale by offering technology-driven fulfillment solutions that enable business founders to devote more time to the things that matter most in their businesses. Put simply, DPW Logistics helps e-commerce companies stress less and grow more.

We offer a full suite of fulfillment solutions for our merchants, including the ability to improve their transit times, shipping costs and deliver best-in-class experience to their customers. With a very high accuracy rate in fulfilling orders and orders shipped on time, our merchants can count on us to deliver excellent service.

Your work will directly impact our company trajectory.

As a Customer Onboarding Manager, you will be the one who makes sure the customer has the first moment of success with our product. Once the customer decides to sign up for our service, it is the moment when the customer onboarding specialist enters the stage. You will have to ensure that the customer’s expectations have been met, and it feels comfortable using the product from the first moment. In a nutshell, the main goal of a Customer Onboarding Manager is to take over the customer from the Business Development Manager and get it to the activation point from where it can be handled by the operations. Additionally, this role supports the customer acquisition process, through actively supporting the BDM’s in the customers’ assessment process (if they fit our product playbook) as well as providing demo sessions to prospective customers.

This role is being hired for our location in Elsenfeld, Germany and is hybrid.

How you will contribute

• Managing the customer onboarding process until their activation point.
• Helping customers with successful implementation – assisting the customers in setting up connections and required process configuration.
• Solving technical problems – fixing any issue arising with the customer onboarding tasks to the extensive technical knowledge about the product.
• Ensuring that all clients are provided with proper training on the company’s service.
• Educating the customers for immediate success – providing key pointers and contextual knowledge.
• Collecting and acting on customer feedback – collecting data and improving the onboarding process to make it more efficient.
• Reviewing client applications to determine which applicants meet the criteria of the service offering.
• Overseeing customer account setup and implementation.
• Offering product demos/tours.
• Solving customer queries – to avoid churn and customer frustration it is essential to deal with customer requirements in a timely manner.
• Implementing onboarding tools – important to manage the onboarding tool that gives the right analytics and insight.

What you will bring

• You possess 2+ years of successful experience in B2C e-commerce fulfillment or a related industry role.
• You excel in project management, exhibiting strong organizational and time management skills to handle multiple projects simultaneously.
• Fluency in both German and English is essential for effective communication with international clients and stakeholders.
• You communicate effectively with onboarding teams, customers, and other departments to ensure the timely delivery of solutions that meet customer needs.
• You demonstrate exceptional communication skills, conveying accurate information about product features and addressing user feedback with clarity and empathy.
• You thrive in problem-solving, adept at troubleshooting technical issues and identifying appropriate resolutions.
• You leverage your market knowledge to analyze trends and competitor behavior, informing strategic decisions.
• You have a deep understanding of e-commerce fulfillment and the SME market, allowing you to navigate industry complexities and drive business success.

Compensation

DP World offers exciting and challenging roles within a growing international organization. We strive to hire and develop the right people, locally and globally, stimulating personal growth and self-development within an informal atmosphere. We offer a market competitive compensation package.

About DP World

Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for millions of people around the world. DP World is here to make trade flow better, changing what’s possible for the customers and communities we serve globally. With more than 106,500 employees across 73 countries, we are pushing trade further and faster towards a seamless supply chain that’s fit for the future. By integrating our physical infrastructure with cutting-edge technology, we create efficient end-to-end solutions, pushing the sector towards better ways to trade, minimising disruptions from the factory floor to the customer’s door.

We’re rapidly transforming and integrating our businesses - Ports and Terminals, Economic Zones, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades.

The DP World family comprises of syncreon, Imperial and P&O.  
 

DP World is committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We believe that employees are happiest when they’re empowered to be their true, authentic selves. So, please come as you are. We can’t wait to meet you.

By submitting your resume and application information, you authorize DP World to transmit and store your information in the world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies.