Onboarding Support Consultant I  - Logistics

Onboarding Support Consultant I  - Logistics

Location: Chennai, India (Hybrid Work Model)

Shift Timings: 7:30 PM – 4:30 AM IST (Night Shift)

This role plays a key part in the establishment and development of a national network of Toast Certified partners capable of performing both 100% of our on-site implementation work and a large portion of our remote implementations. This role will be tasked with executing a high volume of work orders by planning and coordinating various phases of the Toast implementation to prevent delays, providing a high-quality implementation experience for our customers through our contractor partnerships.

About this Role (Responsibilities)

• You’ll be part of the Onboarding Team responsible for handling the scheduling and logistical coordination of customer implementations. 
• Strong customer service skills. Experienced with handling customer escalations, managing customer expectations, and driving successful resolutions.
• You’ll leverage appropriate communication strategies (slack, email, etc.) to be highly effective at managing customer and internal expectations on a proactive basis. This will include, but is not limited to, communicating with Vendor Partners and Technicians in support of the Logistics Team.
• You will support the Logistics Team with scheduling and resource allocation
• Ensure tasks assigned are completed. Assist contractors and job site personnel to complete the scope of work assigned.

Daily Tasks

• Monitor vendor dispatch channels - keep an eye out for when vendors reach out to us for schedule adjustments (ex. This tech can’t travel anymore, they’re requesting a cancellation, etc.)
• Monitor tech channels and make connections
• Monitor Dispatch Crew for all cancellations and process with vendors
• Make weekend  / holiday / long weekend tech connections for onsite and remote as needed
• Block remote buckets as needed (waitlist not included)
• Block onsite regional buckets as needed 
• Run Holds audit
• Run Missing Description Audit and take action on results
• End of day status report

To add on later: 

• Process cancellations that come from the vendor
• Change status of SAs (Ex. CNC to Complete, etc.) per a vendor request
• Onsite blocking for “onsite possible” - used when some techs have remotes. Slightly more complex to decide.

Do You Have the Right Ingredients? (Requirements)

• 2 - 4 years of experience in a similar role.
• Positivity - Maintain a positive attitude in a high-stress environment
• Initiative - Able to identify problems or new ideas without prompting, bringing what you find to the team
• Calm Demeanor: Maintaining your composure is key; you have a great ability to maintain composure in challenging, high-energy environments, and you help others to do the same.
• Creativity: Desire for creative solutions to overcome any obstacles and improve efficiencies. 
• Project Management: Looking for strong communication,  organizational skills and a keen eye for detail. Ability to identify and manage competing priorities.
• Partnerships: Must be able to establish and maintain collaborative partnerships, with basic communication, relationship building, and organizational skills.

Special Sauce (Nice to Haves)

• Experience within a logistics/implementation function or industry
• A self-starter able to operate with minimal direction
• Experience in a high volume, fast paced environment that is also metrics driven
• High level of comfort with ambiguity

Our Spread of Total Rewards

We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.