Customer Onboarding Specialist

2 weeks ago

Charlotte, North Carolina, United States CITP Inc. Full time
Customer Onboarding Representative

At CITP Inc., we are seeking a highly skilled Customer Onboarding Representative to join our team. As a key member of our organization, you will play a critical role in ensuring a seamless onboarding experience for our customers.

Key Responsibilities:
  • Accurate Documentation: Enter, distribute, and track all forms and related documentation associated with onboarding and setup of new accounts.
  • Proactive Communication: Develop and maintain a consistent communication plan within the organization, specifically within the sales organization, to ensure accurate receipt of documentation.
  • Screening and Reconciliation: Perform screening activities in connection with new client onboarding, including setup of customer detail information, and reconcile accounts upon completion of setup.
  • Data Analysis: Measure and analyze data relative to the onboarding processes, customer and internal communications, and completion of all associated workflows.
  • Customer Account Management: Monitor and manage customer accounts from creation through the entire life-cycle, escalating issues as necessary.
  • Reporting and Analysis: Prepare and maintain reports, analyze data, and assist management in new account process development.
  • Process Improvement: Proactively drive changes to systematize additional processes to improve the overall Customer Experience.
  • Customer Engagement: Engage in communication such as customer touchpoint activities, phone interactions, emails, and additional customer communications post set up and throughout the customer life cycle.
  • Maintenance Activities: Perform maintenance activities of existing customers, including contract maintenance, RMAs, credit memos, re-contracts, and operational activities around customer shipments.
Additional Responsibilities:
  • Interdepartmental Collaboration: Interact with other staff to facilitate and execute proper account creation, shipment validations and tracking, along with general operations & administration functions.
  • Team Participation: Participate in team meetings, bringing information about activities and transactions to the team for review and reporting of issues and adherence to general procedures and practices.
  • Customer and Service Provider Interaction: Interact with customers and service providers, handling customer requests, research, preparing management reports and spreadsheets.
  • Account Receivable Activities: Perform account receivable activities, including payment processing, collection activities in relation to past due accounts, sales tax inquiries, consolidation of accounts, and invoices and statements inquiries.
  • Maintenance Activities: Manage and facilitate maintenance activities and requests associated with existing customers, including contract maintenance, RMAs, credit memos, re-contracts, and operational activities around customer shipments.

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