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Onboarding and Solutions Specialist

Location: Remote

Status: Full time, Permanent

Days of Work: Monday through Friday

Reports to: Onboarding and Solutions Senior Manager

Overview: The Onboarding and Solutions Specialist is the first point of contact with a new client once they choose to utilize Ruby Has for their brand’s fulfillment services. They are an integral team member in building a trusting relationship with our clients. We want to ensure that our clients have a seamless experience launching with Ruby Has and the Client Onboarding team member is responsible to be there every step of the way!

Responsibilities:

• Create an exceptional onboarding experience for our customers through training and designing solutions for clients.
• Understand our customers pain points and needs to help build customer specific shipping strategies.
• Serve as the front line, go-to resource for all customer needs and issues during the onboarding phase or project.
• Provide support to clients which includes instruction, navigation, troubleshooting, maintenance and evaluating to determine solutions and alternatives.
• Oversee program implementations, ensuring that all necessary setup is completed by designated deadlines.
• Work closely with partners to ensure a seamless onboarding experience for shared clients.
• Provide recommendations to how we should change our product or processes to enhance the onboarding experience.
• Build relationships with key customer stakeholders and be an advocate for all our clients.
• Make our clients love us!

Qualifications:

• Demonstrate desire and love for providing exceptional customer service
• Excellent written and oral communication skills
• Ability to explain technical or complex subjects simply to clients
• A make-it-happen attitude with empathy and the ability to take initiative on doing the right thing for the client
• Excellent organizational skills and coordination experience
• Creative problem-solving skills that you want to apply in an ever-evolving environment
• 1-2 years working in customer success, customer service, or account management, preferably for a 3PL company
• Excellent computer skills: Microsoft office is a must
• Bachelor’s degree preferred

At Ruby Has LLC we celebrate diversity, we support it, and continue to develop for the benefit of our employees

Client Success Manager

Status: Full time, Permanent

Days of Work: Monday through Friday

Reports to: Director of Client Success Management

Overview: The Client Success Manager will be involved in all aspects of the Ruby Has Client experience. They will have a focus on our top tier accounts, with some responsibility to the full pool of Ruby Has clients. Their main objective is to assist our clients to better understand the full potential of our business and act as a liaison between the client, client support and operations. They must champion a collaborative culture with different work groups and departments, to improve client support programs and enhance client satisfaction.

Responsibilities:

• Deep dive into each top tier account they are assigned to, learning the business of each client
• Align themselves with the client’s goals to better guide and service them
• Establish long standing, trusted relationships with clients, and develop open and effective channels of communication
• Provide regular updates to clients on the progress of their account regarding, but not limited to:
  • Order flows
  • Carrier and shipment statistics
  • Client support tickets and inquiries
  • Integrations
  • Recommendations for improvement and growth
• Update and assist with internal projects for clients, to increase client satisfaction
• Encourage revenue growth by inspiring clients to utilize additional Ruby Has services
• Become the reliable point of contact for each client
• Be involved in day-to-day Ruby Has operations to gain a better understanding of how our company is servicing our clients
• Become the internal go-to for questions regarding top tier clients

Qualifications:

• Minimum three years of experience in a customer service role
• Minimum one year experience in management position (preferred)
• Must be able to work in a fast-paced environment, and demonstrate the ability to meet deadlines
• Strong communication skills required (verbal and written)
• Must be willing to travel to different facility and client locations
• Upbeat and enthusiastic personality, with a go-getter attitude
• Must be a problem solver with forward thinking

Skills:

• Proficiency with Microsoft Office
• Experience with Warehouse Management System is a plus
• Experience with Salesforce is a plus

At Ruby Has LLC we celebrate diversity, we support it, and continue to develop for the benefit of our employees

Client Support Specialist

Status: Full time, Permanent

Days of Work: Monday through Friday

Reports to: Client Support Manager

Overview: The Client Support Specialist will be representing Ruby Has to clients and servicing their needs. They must champion a collaborative culture with different departments to get positive results and enhance client experience.

Responsibilities:

• Handle incoming client support requests submitted via phone, email, and online portal, and document cases in the ticketing system with high level of professionalism
• Provide resolutions to client inquiries and issues
• Effectively direct, coordinate, and follow-up unresolved issues with different departments if needed
• Provide recommendations to how we should change our product or processes to enhance the client experience
• Make our clients love us!

Qualifications:

• Demonstrate desire and love for providing exceptional customer service
• Positive attitude and ability to keep calm under pressure
• Excellent written (email etiquette) and oral communication and interpersonal skills
• Empathy and the ability to take initiative on doing the right thing for the client
• A make-it-happen attitude

Skills:

• Excellent organizational skills
• Creative problem-solving skills that you want to apply in an ever-evolving environment
• 1-3 years working in customer service preferably in ecommerce and logistics industry
• Ability to learn other software systems
• Proficiency with Microsoft Office

At Ruby Has LLC we celebrate diversity, we support it, and continue to develop for the benefit of our employees