New business account manager (new lambton)

As the food and hospitality sector experiences unprecedented growth, we are looking for a dedicated all‐rounder to join our local warehouse team. This role also involves hands‐on work in our warehouse, making it perfect for someone who enjoys a dynamic and varied work environment.

If you have exceptional communication skills, a passion for delivering outstanding customer experiences, and the drive to help build and support our growing team, we want to hear from you.

Reporting to the General Manager, you will be responsible for the onboarding of brand new clients and working with those clients for their first 3 months with Foodhub and servicing existing clients through inbound calls, setting them up for success on our platform.

• Monitor and oversee all aspects of the account/restaurant onboarding pipeline and identify processing gaps and delays to ensure the onboarding journey is timely and our clients are fully supported throughout
• Utilise, manage, and update various client and onboarding databases to ensure data is up to date and accurately depicts current pipeline activity
• Contact restaurants prior, during, and post onboarding to build brand rapport and assist with any queries to ensure clients are fully comfortable and satisfied with our processes and systems so they will have the best chance of success on our platform
• Facilitate and assist in the collection and entry of data such as menus, operational details, forms, and reports required for new account set up
• Assist with onboarding related administration, reporting, and process implementation for our restaurant partners
• Monitor hardware dispatch to restaurants, along with installation time frames, to ensure this onboarding stage is operating in a timely and efficient manner, flagging issues or delays to management where necessary
• Arrange various onboarding functions as needed, such as POS and menu integration for new restaurant sites and coordinating CRM requirements
• Coordinate and/or assist with appropriate technical training and support for clients, when required, as part of the onboarding process
• Liaise and collaborate with local, global, and cross‐functional department teams to assist in conducting and improving both the client onboarding and sales experience, in conjunction with exercising appropriate levels of escalation to appropriate teams as directed by the Employer
• Respond to incoming customer calls promptly and professionally
• Address both inbound and outbound customer concerns, complaints, and inquiries effectively and in a timely manner, ensuring thorough follow‐ups
• Troubleshoot customer issues effectively, offering solutions or escalating to appropriate departments as needed
• Coordinate and/or assist with appropriate technical training and support for clients, when required, pertaining to both new and older products
• Undertake a range of general administrative and clerical duties that may include:
  • Provide customer service to customers and other stakeholders
  • Utilising computer and customer management systems and software
  • Data entry and reporting

Full-time