3PL Onboarding & Customer Support Specialist

Job SummaryThe 3PL Onboarding & Customer Support Specialist is responsible for owning the end-to-end onboarding experience for new clients, ensuring a seamless transition from Sales to Operations. This role serves as the connective tissue between Salesforce-driven sales commitments, warehouse operations, systems implementation, and customer support.This position ensures all onboarding documentation, SOPs, systems setup, and client expectations align precisely with what was sold in Salesforce, while also providing hands-on customer service support and operational problem-solving during and after onboarding.Key ResponsibilitiesClient Onboarding & Sales-to-Operations HandoffOwn the end-to-end onboarding process for new 3PL clients from contract close through operational go-liveServe as the primary owner of the Salesforce → Onboarding handoff, ensuring all data, scope, pricing, and service expectations are accurately translated into onboarding workflowsReview Salesforce records to confirm client profiles, SKUs, volumes, SLAs, pricing models, integrations, and special handling requirementsIdentify and resolve discrepancies between sales commitments and operational realities before onboarding beginsPartner with Sales, Client Success, and Operations to improve onboarding readiness and accuracySalesforce & Sales Process Expertise Become a subject-matter expert in Salesforce, including opportunities, accounts, pipeline stages, and onboarding-related reportingEnsure Salesforce data is complete, accurate, and onboarding-ready prior to client activationHelp define and maintain Salesforce onboarding requirements, fields, and checkpointsProvide feedback to Sales leadership on recurring onboarding challenges tied to sales processes or data gapsSupport reporting and visibility into onboarding status, risks, and success metricsSOP & Documentation Management Create, maintain, and standardize onboarding templates, SOPs, and checklistsReview and update existing SOPs to ensure alignment with warehouse operations, WMS workflows, and Salesforce commitmentsEnsure all onboarding documentation is complete, approved, and stored in the appropriate systemsMaintain version control and enforce documentation standardsOnboarding Call Oversight & Quality Control Monitor and review onboarding and handoff calls using Fireflies to confirm action items, ownership, and next stepsEnsure call outcomes align with Salesforce data and onboarding documentationTrack follow-ups and confirm completion of onboarding tasks across teamsSystems & Technical Knowledge Develop working expertise in Extensiv WMS, including client setup, inventory workflows, and shipping processesSupport client onboarding into warehouse systems and validate data accuracyResearch and troubleshoot issues related to ticketing systems, missing shipments, inventory discrepancies, and system errorsPartner with IT, warehouse operations, and customer service to resolve system-related issues efficientlyCustomer Service & Issue Resolution Provide hands-on customer service support, particularly during onboarding and high-volume or escalated periodsTake ownership of excess or escalated customer service issues as neededInvestigate root causes and implement long-term solutions to prevent repeat issuesEnsure clear, timely communication with clients throughout issue resolutionProcess Improvement & Cross-Functional Collaboration Identify onboarding risks, bottlenecks, or inefficiencies and recommend process improvementsSupport continuous improvement across Sales, Onboarding, Operations, and Customer ServiceEnsure consistent communication and alignment between departmentsRequired Skills & Qualifications Experience in 3PL, logistics, warehouse operations, or supply chain environmentsStrong understanding of client onboarding, SOP development, and process documentationMeasurement and reporting of Customer KPI'sExperience working with Salesforce in a sales, onboarding, or operations contextWorking knowledge of WMS platforms (Extensiv WMS preferred)Familiarity with onboarding/project management tools (Motion.io preferred)Experience reviewing call recordings or AI summaries (Fireflies or similar)Strong problem-solving and investigative skillsExcellent written and verbal communication skillsHighly organized with strong attention to detail Preferred Qualifications Experience supporting sales-to-operations handoffsExperiencing tracking and reporting on Customer KPI'sBackground in customer success or account managementExperience in high-volume or fast-growth logistics environmentsSuccess in This Role Looks Like Salesforce data is accurate, complete, and onboarding-readyOnboarding is consistent, documented, and scalableClients are set up correctly and confidently prior to go-liveSOPs are current, clear, and actively usedCustomer issues are resolved quickly with minimal escalationSales, Operations, and Customer Service are aligned and informed