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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.
How Toast Uses AI in its Hiring Process
Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people.
Diversity, Equity, and Inclusion is Baked into our Recipe for Success
At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.
We Thrive Together
We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.
Apply today!
Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [email protected].
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For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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