POSITION SUMMARY:

We are seeking a proactive and organized Onboarding Specialist to support both customer onboarding and general support functions within our customer success team. This hybrid role combines hands-on onboarding of new customers with direct support responsibilities, including managing inbound calls, chats, and operational processes such as credit card payments and order updates. The ideal candidate thrives in a fast-paced environment, has strong communication skills, and can manage multiple priorities while delivering excellent customer experience. This position will work on site at the Valley View (Cleveland) Ohio office

MINIMUM QUALIFICATIONS:

• Bachelor’s Degree from an accredited college or university in a relevant field or equivalent level of experience is preferred
• 2-4 years of experience in onboarding, customer support, or customer success—ideally in a manufacturing or technical product environment
• Comfortable managing both onboarding tasks and frontline customer interactions
• Proficient in Microsoft Office programs (Word, Excel, PowerPoint)
• Experience using SAP and CRMs systems a plus
• Creative problem-solver with outstanding customer service skills

EDUCATION:

• Bachelor’s Degree from an accredited college or university in a relevant field or equivalent level of experience is preferred

Skills

• Creative problem-solver with outstanding customer service skills
• Strong verbal and written communication skills
• Excellent organizational and time management skills
• Team player who works well individually, as well as part of a team

Experience

• 2-4 years of experience in onboarding, customer support, or customer success—ideally in a manufacturing or technical product environment

COMPUTER SKILLS:

• Proficient in Microsoft Office programs (Word, Excel, PowerPoint)
• Experience using SAP and CRMs systems a plus
  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status

• New Customer Onboarding: Own and execute the end-to-end onboarding process for new customers.
• Cross-Functional Coordination: Work with Sales, Engineering, Production, and Finance to gather onboarding requirements and ensure unified customer experience.
• Customer Handoff: Facilitate a smooth transition from onboarding to long-term account management by providing complete documentation to Customer Success Agents.
• Customer Communication: Respond to inbound customer inquiries via phone, chat, and email, providing high-quality, prompt assistance.
• Issue Resolution: Handle and resolve customer complaints or product concerns in a timely and professional manner.
• Feedback Loop: Collect customer feedback during onboarding and identify recurring issues to improve tools, documentation, or internal processes.
• KPI Tracking: Monitor onboarding KPIs such as time-to-activation, completion rates, and customer satisfaction scores, and report on performance regularly.
• Continuous Improvement: Recommend process improvements and automation opportunities to streamline onboarding across support channels.
• CRM & Ticketing: Maintain accurate and thorough records of customer interactions, onboarding progress, and support resolutions in CRM and support platforms.