Onboarding Specialist

Onboarding Specialist East Coast Metal Distributors - 3.1 Durham, NC Job Details Full-time 7 hours ago Qualifications Customer communication Pricing Microsoft Excel Customer relationship building Client onboarding Microsoft Outlook Customer retention Process optimization Process improvement Data reporting Research Mid-level Inside sales Salesforce Cloud Organizational skills Microsoft Teams CRM system proficiency AI Account management Manufacturing company experience Communication skills Technical Proficiency Stakeholder relationship building Stakeholder management Full Job Description Job Purpose The Onboarding Specialist serves as the face of East Coast Metal Distributors' new account experience. This relationship-driven role is designed to improve new account conversion rates, accelerate time-to-value, and increase customer lifetime value by guiding new customers through a structured, high-touch onboarding journey from first contact through full account activation. Key Duties & Responsibilities Customer Intelligence & Discovery Conduct AI-assisted research and discovery calls to build comprehensive customer profiles for new accounts Document and organize customer data, purchasing needs, and business objectives to inform internal decision-making Identify key stakeholders within new accounts and establish early relationships Pricing Collaboration Partner with the Pricing Team to ensure accurate and competitive matrix pricing is established at the onset of each new account relationship Communicate customer-specific needs and market context to support informed pricing decisions Serve as the liaison between new customers and the Pricing Team to resolve early pricing questions or concerns Account Activation & Website Adoption Place structured Welcome Calls to new accounts to introduce East Coast Metal Distributors' services, tools, and resources Guide new customers through website account setup, navigation, and self-service features to drive digital adoption Monitor new account activity and follow up proactively to encourage platform engagement and repeat ordering behavior Relationship Management & Retention Serve as the primary point of contact for new customers during the onboarding phase Build trust and rapport early in the customer lifecycle to support long-term retention and loyalty Transition fully onboarded accounts to the appropriate sales or account management team with thorough handoff documentation Reporting & Continuous Improvement Track and report on key onboarding metrics including conversion rates, time-to-first-order, and website adoption rates Provide feedback to leadership on common customer pain points, objections, or onboarding barriers Recommend process improvements to enhance the overall onboarding experience

Requirements:

Required Qualifications Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams) Experience with CRM platforms such as Salesforce or similar tools Excellent written and verbal communication skills with a customer-first mindset Technically savvy with the ability to learn and explain digital tools and platforms quickly Strong organizational skills and ability to manage multiple accounts simultaneously Self-motivated with the ability to work independently in a hybrid environment Preferred Qualifications Prior experience in a customer onboarding, inside sales, or account management role Background in distribution, manufacturing, or metals industry is a plus Familiarity with pricing structures or sales operations workflows Experience conducting discovery calls or customer needs assessments Work Location & Schedule Full-Time Position Reports to the closest East Coast Metal Distributors branch to personal residence, where applicable Hybrid work schedule may be available based on performance and business needs Standard business hours with occasional flexibility based on customer needs