Onboarding Logistics Consultant II

Summary

Join Toast's Onboarding Team as a key member responsible for scheduling and coordinating customer implementations nationwide. You will manage a high volume of work orders, allocating resources to contractor partners while ensuring high-quality implementation experiences. This role requires strong customer service, communication, and project management skills, along with the ability to handle escalations and competing priorities. The position involves close collaboration with internal teams and contractors to optimize resource allocation and meet deadlines. Success in this role demands a positive attitude, initiative, and a calm demeanor in a fast-paced environment. The position is aligned to the PST timezone.

Requirements

• Strong customer service skills. Experienced with handling customer escalations, managing customer expectations, and driving successful resolutions
• Positivity - Maintain a positive attitude in a high-stress environment
• Initiative - Able to identify problems or new ideas without prompting, does not wait for others to take action or request to take action
• 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: 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 strong communication, relationship building, and organizational skills

Responsibilities

• Handle the scheduling and logistical coordination of customer implementations
• Participate in activities associated with field operations, including scheduling and resource allocation, customer relationships, and time management
• Leverage appropriate communication strategies (email, phone call, etc.) to manage customer and internal expectations proactively
• Manage and execute the allocation and dispatching of jobs to contractor partners
• Identify the optimal level of resources to assign based on quality, capacity, and profitability
• Manage all rush requests and work closely with business teams to assure the proper resource is dispatched
• Handle any additional reporting requirements, insights, and ad hoc analysis upon requests
• Assure all tracking processes are completed properly and follow-up with specific contractors to obtain missing information
• Assist Partner Managers in the review of escalations related to quality
• Participate in key cross-functional operations and process initiatives as needed
• Contribute to process improvement and new program development
• Ensure tasks assigned are completed. Assist contractors and job site personnel to complete the scope of work assigned

Preferred Qualifications

• Experience within a logistics/implementation function or industry
• Experience in the restaurant/hospitality industry or restaurant technology
• An eye for process improvement
• Experience in a high volume, fast paced environment that is also metrics driven

Benefits

• Competitive compensation and benefits programs
• Cash compensation (overtime, bonus/commissions if eligible)
• Equity
• Benefits (details available at https://careers.toasttab.com/toast-benefits)