Customer Onboarding Specialist - Temporary

Description

Position Summary

The Customer Onboarding Specialist is responsible for creating a positive and seamless onboarding experience for prospective and newly established customers. This role serves as a key point of contact throughout the account setup process, guiding customers through applications, onboarding requirements, website navigation, and initial account support.

The Customer Onboarding Specialist partners closely with Sales, Accounting, and Customer Support to ensure accurate account setup, timely communication, and efficient onboarding execution. The focus of this role is building strong customer relationships, maintaining onboarding accuracy, and supporting revenue growth through an organized and customer-focused onboarding experience.

Key Responsibilities

Customer Onboarding & Account Setup

• Assist new customers with the application process, including online and hard-copy applications

• Obtain required information and coordinate with accounting to complete applications when additional documentation is needed

• Explain the account setup process and educate customers on how to use the company website and ordering tools

• Guide customers through online ordering and payment process

• Update pricing levels, contact information, and account details as needed to support onboarding and account maintenance processes

Communication & Coordination

• Monitor and respond to customer inquiries through Zendesk to ensure account information remains current

• Work with a sense of urgency to provide a high level of customer satisfaction throughout the onboarding process

• Solve customer inquiries related to onboarding, account setup, and account maintenance

• Inform Sales Representatives of newly activated, canceled, rejected, and credit-approved accounts, including customers who have been extended payment terms, to ensure timely follow-up and customer outreach

• Distribute and follow up on onboarding paperwork submitted to Sales and Accounting departments

• Assist Accounting with Stripe payments and invoice resolution support

• Monitor bank responses regarding customer credit terms and communicate updates to Sales Representatives in a timely manner

Systems Management & Reporting

• Maintain an active onboarding tracker in Excel and accurate records of customer onboarding activity

• Keep active logs of rejected or canceled accounts for weekly review and follow-up

• Update and maintain accurate customer account information in Microsoft Dynamics and other company systems

• Maintain strong attention to detail and data accuracy across all systems and reporting

Cross-Functional Collaboration

• Partner closely with Sales, Accounting, Customer Support, and other departments to support onboarding success

• Monitor onboarding turnaround times and identify opportunities to improve efficiency and customer experience

Requirements

• 1+ year of experience in customer service, onboarding, or a business-to-business support environment

• Strong verbal and written communication skills, along with excellent listening and interpersonal abilities

• Strong customer focus, organizational skills, and attention to detail

• Ability to multitask and remain organized in a fast-paced environment

• Highly collaborative with the ability to work cross-functionally and within a team environment

• Proactive mindset with the ability to take initiative to improve customer experience and operational efficiency

• Proficiency in Zendesk, RingCentral, Microsoft Dynamics, and Microsoft Excel preferred

• Passion for food and knowledge of the restaurant industry is a plus

• Availability to work weekends or extended hours as needed

Education

• High School Diploma or equivalent required; Associate or Bachelor's degree preferred.