Onboarding Specialist

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

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