Act as the primary point of contact for new customer onboarding, ensuring a seamless process from start to finish.
Ensure that all customer information is complete and accurate, proactively following up with customers and account owners when data is incomplete.
Assist customers with onboarding them as a vendor in their system, ensuring all necessary steps are completed efficiently.
Coordinate with cross-functional teams (e.g., finance, legal, IT) to gather required documents and information such as W-9 forms, bank letters, and other necessary onboarding materials.
Communicate with the billing and invoice delivery team to capture purchase order (PO) and/or invoice delivery requirements (e.g., specific portals, delivery methods).
Stakeholder Collaboration & Process Management:
Collaborate proactively with customers and cross-functional teams to identify and address any bottlenecks impacting the onboarding experience.
Monitor the setup progress of accounts and provide clear guidance on the next steps to both customers and internal teams.
Continuously improve onboarding processes by identifying inefficiencies and developing creative solutions to enhance the customer experience.
Customer Experience & Performance:
Demonstrate a track record of meeting objectives, embracing new challenges, and ensuring customer satisfaction throughout the onboarding journey.
Focus on delivering a fantastic customer experience, communicating clearly, and effectively managing multiple tasks while maintaining attention to detail.
Analyze and creatively solve problems, ensuring customer needs are addressed promptly and efficiently.
Operational Responsibilities:
Solve routine problems largely through precedent and referring to general guidelines.
Interact primarily with your own team and direct supervisor.
Work with moderate levels of instruction on daily tasks and detailed instructions for new assignments.
Make decisions that impact your own work, ensuring individual contribution to team success.
Be an individual contributor within a team, focusing on a predetermined and focused scope of work.
Shift Work:
Be aware that this role may require working in rotational shifts to accommodate various customer needs and time zones.
Professional & Technical Skills:
Strong Communication Skills: Both verbal and written communication skills are essential for interacting with customers, stakeholders, and internal teams.
Analytical Thinking: Ability to analyze situations, identify issues, and come up with creative solutions to resolve onboarding challenges.
Time Management: Ability to prioritize, multitask, and manage your time effectively in a fast-paced environment.
Attention to Detail: Strong focus on ensuring accuracy and completeness in all customer information and documentation.
Process Improvement: Passionate about identifying inefficiencies and finding ways to improve processes to enhance customer experience.
Experience Requirements:
Proven customer service or customer onboarding experience is preferred.
Ability to manage multiple tasks and deadlines in a fast-paced environment.
Experience working with cross-functional teams and navigating internal systems to gather required information.
Previous experience with invoicing and billing systems (such as handling POs or invoices) is a plus.
Comfortable working in rotational shifts as required by the role.
