Customer Onboarding Specialist

About Us

Mitsubishi Logisnext Americas Inc. has helped customers Move The World Forward for more than 100 years as a technology-driven forklift manufacturer. In addition to being a forklift manufacturer, we are also a total solutions provider offering scalable products and services from material handling and automation to extensive fleet support.

About the role:

To ensure successful, widespread adoption of our newly launched IoT telematics solution, we are looking for a candidate who can work in a highly customer-facing role to perform product onboarding and support activities. This role involves project management, guiding customers through a pre-defined onboarding process, and facilitating resolution or escalation of any product support requests. A high degree of focus on providing a best-in-class customer experience is an essential part of this role along with the ability to coordinate with multiple parties (dealers, technicians, 3rd party vendors).

What you will do:

• Support, maintain and improve the entire end-to-end onboarding process.
• Engage new customers as their ambassador providing a positive first impression of MLA while guiding them through a pre-defined, multi-week onboarding process ensuring a positive customer experience.
• Identify internal and external stakeholders for the project and facilitate a sustainable cadence with customers to achieve key milestones.
• Document, monitor, measure, optimize and communicate status toward achievement of related onboarding milestone activities.
• Serve as an MLA subject matter expert to the customer by understanding and maintaining an in-depth knowledge of the IoT solution.
• Ensure customer satisfaction and expectations are met during the initial setup and deployment of the solution while soliciting feedback for continual process/delivery improvements.
• Monitor inbound customer support inquiries, engaging customers in a timely manner while soliciting necessary help from internal cross-functional teams as needed.
• When problems occur, perform root cause analysis to determine how to fix it for good, work collaboratively with cross-functional teams to escalate and solve issues; all with a sense of urgency and empathy towards the customer and their circumstance.

Where:

• Hybrid position based out of Grand Rapids, MI

What you need to have:

• Bachelor's Degree
• 2 -7 years of relevant experience with new customer onboarding, project management, and/or customer support.
• Pleasant demeanor, a positive “can-do” attitude and excellent communication skills are a must.
• Ability to articulate new concepts in a clear/concise manner.
• Detail oriented with a highly developed set of organizational skills.
• Ability to organize and implement multiple client onboarding projects simultaneously.
• Demonstrated experience being empathic with a strong customer-focused mindset.
• A proactive approach to problem-solving and the ability to be flexible through unexpected challenges.
• An insatiable curiosity and hunger for continuous learning who is always looking to improve the status quo.
• Although not part of the day-to-day, may require some travel at times.

What would be nice to have:

• Experience in material handling, telematics or driver assisted technologies a plus.

What we offer:

• Medical, dental, and vision benefits
• Paid Vacation, Sick Time, and Paid Holidays
• Profit Sharing Opportunities
• Flexible Spending and HSA Accounts
• 401k with automatic company contribution and company match
• Short-term and long-term disability insurance
• Life, Dependent Life, and AD&D Insurance
• Paid Parental Leave (Includes 6-8 weeks of maternity leave and 5 days of paternity leave)
• Employee Assistance Program
• Employee Discounts
• On-the-job training and development

The salary for this position ranges from $67,978 to $82,011 annually. The specific salary for a successful candidate will depend upon, among other legitimate factors, education, training, and/or experience.

To be considered for this role, all applicants must submit a full and complete application through our careers page.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Equal Opportunity Employer/Veterans/Disabled

Agency Disclaimer:

Mitsubishi Logisnext Americas Inc. does not accept unsolicited resumes from third party vendors. Any unsolicited resumes from a third party will become the property of the company to use at the company’s discretion, with the understanding that Mitsubishi Logisnext Americas, Inc. will not be billed a fee for any such resumes. If a company is designated as an approved vendor, then said company can only provide assistance on those positions requested via a formal written agreement of support.