Lumber Trader

DMC Recruitment; Ontario; On-site; CAD 40,000 - 75,000; Full time

Job summary

Join a forward-thinking company as an Onboarding Consultant, where you will play a crucial role in enhancing customer experiences post-sale. This dynamic position involves conducting onboarding calls, providing training, and building strong relationships with clients to ensure they maximize the value of their purchased products. You will work closely with cross-functional teams to share insights and optimize the onboarding process. With a focus on customer satisfaction, this role offers a unique opportunity to make a significant impact in a supportive environment that values work-life balance and personal growth.

Benefits

Gym Discounts

Onsite Gyms

Employee Assistance Program

Virtual Wellness Events

3% Pension Match

Income Protection

Annual Bonus

Qualifications

• 2-3 years of customer support experience required.
• Proven ability to meet or exceed targets and KPIs.

Responsibilities

• Conduct onboarding calls and provide technical support.
• Build and maintain strong customer relationships.

Skills

Customer Support

Salesforce

Communication Skills

Time Management

Problem Solving

WordPress

Customer Engagement

Education

High School Diploma

Bachelor's Degree (preferred)

Tools

Salesforce

WordPress

Job description

The Onboarding Consultant will be responsible for ensuring a smooth customer experience once handover from the Sales Team has occurred. They will be accountable for dealers until they reach the required level of engagement. Working within Salesforce, the Onboarding Consultant will review client accounts to view purchased products and conduct Welcome Onboarding calls to explain key features and benefits, assist with initial setup, and arrange training as needed. The role aims to optimize the onboarding process and shape how TRADER is perceived by clients.

What you’ll do

1. Take ownership of the client experience by conducting onboarding calls, discussing products, supporting initial setup, and arranging online training sessions, including light technical support when required.
2. Promote the value-added aspects of products and services, providing excellent customer service, product knowledge, and building trust to enhance the onboarding experience.
3. Build and maintain strong customer relationships and handle training inquiries.
4. Focus on achieving and maintaining customer satisfaction. Possess some knowledge of TRADER products to develop or strengthen client business practices.
5. Analyze client accounts to identify gaps and maximize business opportunities.
6. Monitor client reactions, recommend new solutions and services to the Sales team.
7. Review client accounts in Salesforce to prepare for onboarding calls.
8. Maintain accurate customer records for proper account administration.
9. Prepare status reports on onboarding activities, KPIs, and goal adherence.
10. Collaborate with cross-functional teams to ensure shared customer experience insights.

Education, Experience, and Technical Skills

• Minimum 2-3 years of customer support experience.
• Proven ability to meet or exceed targets and KPIs.
• Knowledge of WordPress.
• Automotive experience preferred.
• Ability to engage customers enthusiastically and persuasively.
• Resourceful in finding solutions for customers.
• Develop relevant product knowledge tailored to customer needs.
• Understanding of the sales process.
• Strong communication and listening skills.
• Excellent time management and organizational skills.
• Charismatic, engaging, and customer-centric attitude.

What’s in it for you…

• Benefits supporting work-life balance, including gym discounts, onsite gyms, Employee Assistance Program, and virtual wellness events.
• Benefits from Day 1, including gym discounts, free onsite gyms, and wellness programs.
• Financial benefits such as a 3% pension match and income protection.
• Competitive salary with annual bonus and additional benefits.