Customer Onboarding

Job Description

Job Description

Customer Onboarding Specialist

Education : High school diploma or equivalent required, Bachelor’s degree preferred

Work Arrangement: Full-Time Remote or Hybrid if within local markets (Detroit, Indianapolis, Sante Fe Springs CA)
Preferred Location: N/A

About TwinMed

TwinMed is a leading medical supply distributor serving long-term care, post-acute, and healthcare providers nationwide. We are built on strong relationships, accountability, and a commitment to helping our customers operate more efficiently while delivering quality care.

Position Overview

The Customer Onboarding Specialist is responsible for managing and coordinating the customer onboarding process from initial intake through successful transition into ongoing business with TwinMed. This role serves as a key connection point between Sales, customers, Customer Service, and internal operational teams, ensuring that new customers have a seamless, organized, and engaging onboarding experience.

This position will take a proactive approach to customer and sales representative engagement, moving beyond the traditional processing of onboarding paperwork to actively managing the onboarding journey, identifying potential issues or delays, and ensuring all necessary information, approvals, and resources are in place before a customer begins ordering.

A key component of this role will be ownership of the onboarding workflow within Smartsheet, including managing intake, tracking approvals, maintaining timelines, communicating status updates, and ensuring accountability across stakeholders.

The Customer Onboarding Specialist will also support inventory planning by running and reviewing customer usage reports to help ensure appropriate inventory availability and a smooth transition into business.

Key Responsibilities

• Own the customer onboarding process from initial submission through completion and handoff to the appropriate ongoing support teams.
• Process and maintain all required customer onboarding paperwork, documentation, and account setup information with coordination via the Sales Team
• Manage customer intake and approval workflows through Smartsheet.
• Monitor onboarding milestones, deadlines, outstanding items, and approvals to ensure projects remain on schedule.
• Identify potential roadblocks or missing information and proactively communicate with the appropriate parties to resolve them.
• Maintain accurate and complete onboarding records and documentation.
• Ensure onboarding activities are completed in accordance with TwinMed policies, procedures, and established timelines.
• Coordinate with internal departments to ensure all necessary requirements are completed prior to the customer becoming active.
• Own and coordinate a comprehensive TwinMed Customer Onboarding Welcome Package

Qualifications & Attributes

• 2+ years of experience in customer service, sales support, account management, onboarding, operations, or a related field.
• Strong organizational and time-management skills with the ability to manage multiple onboarding projects simultaneously.
• Strong attention to detail and accuracy.
• Excellent written and verbal communication skills.
• Ability to communicate professionally and effectively with customers, Sales Representatives, and internal stakeholders.
• Proficiency with Microsoft Office, particularly Excel, Outlook, and Word.
• Ability to learn and effectively utilize Smartsheet and other business systems.
• Ability to independently prioritize tasks and follow through on commitments.

Benefits

• Competitive compensation (salaried, exempt position)
• Medical, dental, and vision insurance
• 401(k) with company match
• Paid time off and paid holidays