Metapack Careers is hiring a

Customer Implementation Specialist

London, United Kingdom

Who are Metapack?

We are a tech company that works with a lot of the world’s biggest ecommerce players to integrate them with over 450 carriers around the world to make delivery easy. We are a multi-tenant SaaS platform. We give them the platform to help consumers decide their delivery preference and track the parcel’s progress whilst also providing the retailer with intelligent smart decisions about how to send the parcel – all underpinned with lots of data. We work with well-known global retailers and major brands such as ASOS, Adidas, Burberry, John Lewis, Boohoo, eBay, and Zalando. In fact, we work with so many retailers and carriers it’s highly likely that you’ve interacted with us at some point when ordering goods online!

In August 2018, we were acquired by Fortune 100’s 2nd fastest growing company, stamps.com. We have super ambitious and exciting plans all centred around our tech. Metapack will play a role in shipping around 600 million parcels in 2018 and with the wider stamps.com family the number rises to 2.5bn parcels. Metapack has been growing at 40% year on year over the last 5 years and continues to grow at a rapid rate.

Our Values;

The way we work really is at the heart of Metapack, and our 4 core values are brought together to give a sense of our culture.

With Innovation and Integrity at our core, we have a flat and open culture where data & evidence, backed by honest and frank discussions, beats subjective opinion and hierarchy.  We Collaborate with energy and Passion on meeting the needs of our fantastic customers and partners.

We passionately believe in forming autonomous, cross functional teams who are empowered to deliver our ambitious strategy. With stamps.com ownership comes the ability to operate largely independently away from Board meetings and old world thinking but with the financial support of a high performing tech company. Energy and passion for our business and customers is a part of the MetaPack culture – and we love working with like-minded people. 

Why would I want to be an Implementation Analyst at MetaPack?

We work at scale, pace and with the latest architecture patterns and tech.

We have a flat and open engineering culture where data, & evidence beats opinion and hierarchy, backed by honest and frank discussions. We passionately believe in forming autonomous, cross functional teams who are empowered to deliver our ambitious strategy. With stamps.com ownership comes the ability to operate largely independently away from Board meetings and old world thinking but with the financial support of a high performing tech company. Energy and passion for our business and customers is a part of the MetaPack culture – and we love working with like-minded people.

What would I be doing?

  • Learn how to troubleshoot implementation queries e.g. SOAP XML and REST JSON issues
  • Facilitate technical discussions and integrations by introducing API’s
  • Liaise with client and carriers throughout the project lifecycle, from kick off to post-go live support
  • Follow internal processes/instructions as well shadow more senior team members
  • Produce and maintain client-facing project documentation in accordance with the Delivery Framework
  • Develop, update, maintain, and produce content for knowledge bases and FAQs
  • Compose technical articles in response to carrier and retailer inquiries and new product releases
  • Identify areas for process improvement within the Professional Services organisation and make recommendations to Management

 

Who are you?

  • Customer interaction on a technical and non-technical basis
  • Very good attention to details
  • Strong communication and influencing skills
  • Proactive thinker and problem solver, works on own initiative with limited supervision (often off-site)
  • Excellent time management and organisational acumen
  • Capability to manage client expectations
  • Troubleshooting: responsibility for detecting potential issues and implementing solutions when issues threaten to delay the timeline or impact budget or business operations
  • Configuration: configure the application based on implementation plan. (This does not require knowledge of any development language)
  • Project Management: responsible for providing stakeholders with updated implementation plans, which may include project plans, statement of works, communications documents, project initiation document, etc
  • No previous experience in supply chain/eCommerce or logistics required

It would be great if you also could bring

  • Previous experience with SOAP/POSTMAN or XML/JSON (not essential)
  • Agile software development life cycle familiarity and experience
  • JIRA software and project & problem management

What are the perks?

  • 25 days holiday, 10% bonus (paid quarterly), pension, enhanced maternity and paternity leave, group life insurance scheme, private medical healthcare, childcare vouchers
  • Discounted gym membership, cycle to work scheme, interest free season ticket loan
  • Breakfast, dinner, fresh fruit, snacks and drinks
  • Hardware budget to let you get what you need
  • Dynamic, open culture with lots of social activities

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