Onboarding Specialist

Overview

Drive trading partners (suppliers) from first outreach to production-ready EDI connectivity for customer-sponsored onboarding programs, acting as the day-to-day supplier contact through registration, testing, and go-live.

What you'll do

• Execute multi-touch communication campaigns (email and phone) using the program's approved templates and tone, and track responses and escalations.
• Guide suppliers through testing portal or WebEDI registration, and answer questions about requirements, timelines, and process.
• Address inbound supplier emails on inquiries about the programs and products.
• Assist with the training, setup, and onboarding of suppliers to ensure a smooth onboarding for go-live.
• Maintain accurate supplier status in the Supplier Onboarding Command Center and CRM, and flag at-risk suppliers early.
• Produce weekly status updates on registrations, testing pass rates, and go-live readiness for the Program Manager and customer stakeholders.
• Run escalation calls with the customer on a weekly basis.
• Assist in collecting the collateral needed to create the onboarding page and supplier communications.
• Identify recurring supplier roadblocks and recommend template, FAQ, and workflow updates that reduce touches per supplier.
• Work with Project Managers, Solution Architects, Engineers, Support, and Marketing to keep messaging consistent and issues resolved quickly.

What you'll need

• 2+ years in customer onboarding, implementation, account coordination, or supplier/vendor management.
• Strong written and verbal communication, with the ability to explain technical requirements to non-technical audiences.
• Highly organized, with a track record of managing large volumes of concurrent contacts against deadlines.
• Proficiency with CRM tools, Excel/spreadsheets, and email-based workflow tracking.
• Comfort adjusting tone for different audiences, from supportive to deadline-driven.
• Uses AI to accelerate project delivery, and can point to specific examples where AI improved turnaround time or output quality on a customer engagement.

Nice to have

• Working knowledge of EDI concepts (X12, trading partner setup, acknowledgments) or B2B integration.
• Experience with Salesforce, Jira, Slack/Teams, or similar tools.
• Experience in a supply chain, retail, food, or manufacturing environment.
• Understanding of Procure-to-Pay (P2P) or direct procurement, supplier onboarding, and the related business processes.

Details

• Remote, with high email and phone volume.
• Customers are high volume and require extra attention in a fast-paced, high-pressure environment.
• Occasional extended hours may be required.
• Full-time; reports to the Program Manager, Supplier Onboarding.