3PL Onboarding & Customer Support Specialist

Job Summary

The 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 Responsibilities

Client Onboarding & Sales-to-Operations Handoff

• Own the end-to-end onboarding process for new 3PL clients from contract close through operational go-live
• Serve as the primary owner of the Salesforce Onboarding handoff, ensuring all data, scope, pricing, and service expectations are accurately translated into onboarding workflows
• Review Salesforce records to confirm client profiles, SKUs, volumes, SLAs, pricing models, integrations, and special handling requirements
• Identify and resolve discrepancies between sales commitments and operational realities before onboarding begins
• Partner with Sales, Client Success, and Operations to improve onboarding readiness and accuracy

• Become a subject-matter expert in Salesforce, including opportunities, accounts, pipeline stages, and onboarding-related reporting
• Ensure Salesforce data is complete, accurate, and onboarding-ready prior to client activation
• Help define and maintain Salesforce onboarding requirements, fields, and checkpoints
• Provide feedback to Sales leadership on recurring onboarding challenges tied to sales processes or data gaps
• Support reporting and visibility into onboarding status, risks, and success metrics

• Create, maintain, and standardize onboarding templates, SOPs, and checklists
• Review and update existing SOPs to ensure alignment with warehouse operations, WMS workflows, and Salesforce commitments
• Ensure all onboarding documentation is complete, approved, and stored in the appropriate systems
• Maintain version control and enforce documentation standards

• Monitor and review onboarding and handoff calls using Fireflies to confirm action items, ownership, and next steps
• Ensure call outcomes align with Salesforce data and onboarding documentation
• Track follow-ups and confirm completion of onboarding tasks across teams

• Develop working expertise in Extensiv WMS, including client setup, inventory workflows, and shipping processes
• Support client onboarding into warehouse systems and validate data accuracy
• Research and troubleshoot issues related to ticketing systems, missing shipments, inventory discrepancies, and system errors
• Partner with IT, warehouse operations, and customer service to resolve system-related issues efficiently

• Provide hands-on customer service support, particularly during onboarding and high-volume or escalated periods
• Take ownership of excess or escalated customer service issues as needed
• Investigate root causes and implement long-term solutions to prevent repeat issues
• Ensure clear, timely communication with clients throughout issue resolution

• Identify onboarding risks, bottlenecks, or inefficiencies and recommend process improvements
• Support continuous improvement across Sales, Onboarding, Operations, and Customer Service
• Ensure consistent communication and alignment between departments

• Experience in 3PL, logistics, warehouse operations, or supply chain environments
• Strong understanding of client onboarding, SOP development, and process documentation
• Measurement and reporting of Customer KPI's
• Experience working with Salesforce in a sales, onboarding, or operations context
• Working 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 skills
• Excellent written and verbal communication skills
• Highly organized with strong attention to detail

• Experience supporting sales-to-operations handoffs
• Experiencing tracking and reporting on Customer KPI's
• Background in customer success or account management
• Experience in high-volume or fast-growth logistics environments

• Salesforce data is accurate, complete, and onboarding-ready
• Onboarding is consistent, documented, and scalable
• Clients are set up correctly and confidently prior to go-live
• SOPs are current, clear, and actively used
• Customer issues are resolved quickly with minimal escalation
• Sales, Operations, and Customer Service are aligned and informed