Onboarding Customer Care & Vendor Setup Specialist

• Complete vendor setup for new accounts through corresponding portals.
• Onboarding: Manage the onboarding process for new vendors, including collecting, verifying, and entering information into the ERP or procurement system.
• Data Accuracy: Ensure accuracy and completeness of vendor profiles, including legal names, addresses, and payment terms.
• Compliance: Verify tax documentation (W-9/W-8) and ensure compliance with federal and state regulations.
• Communication: Act as the primary point of contact for vendor inquiries regarding their setup status.
• Maintenance: Update existing vendor information and manage supplier information changes. 

• Accurately enter, distribute, track, and maintain all documentation related to new account onboarding and setup.
• Ensure consistent, proactive communication with internal stakeholders; particularly Sales throughout the onboarding process to support timely and accurate documentation.
• Utilize multiple customer and CRM systems to create, update, and maintain account records for new and existing customers.
• Perform onboarding and screening activities, including setup and validation of customer details within CRM systems.
• Measure, analyze, and report on onboarding workflows, customer communications, and internal processes; use data insights to recommend improvements that enhance efficiency and the customer’s experience.
• Prepare reports, analyze data, and support management with ongoing development and optimization of new account processes.
• Process orders received from regional offices, international distributors, and Account Executives.
• Provide administrative and sales support to Account Executives and Distributors.
• Maintain existing customer accounts, including but not limited to scent changes, contract maintenance, RMAs, credit memos, re-contracts, and shipment-related operational activities.
• Engage in ongoing customer communication through phone, email, and other touchpoints post-setup and throughout the customer lifecycle.
• Support Customer Care Onboarding and/or Ongoing with overflow of work volume as needed.

• Confirm that an agreement has been submitted for each opportunity.
• Validate that the agreement matches the opportunity details.
• Review pricing for accuracy.
• Complete Google search to confirm business exists.
• Call business to confirm phone numbers align with business.
• Collect proof of business for home-based businesses.
• Confirm Avendra profile is active in the Avendra portal.
• Confirms autopay is setup in CBAC when applicable.
• Confirm billing and shipping contacts are correctly entered so proper data rolls into Syteline.
• Review approved checklists before submitting opportunities to Onboarding.
• Review existing accounts for open invoices.
• Verify that correct billing and shipping contacts are entered at setup.

• Call new accounts with RMR > $750 to complete full AV questionnaire.
  • Minimum 3 attempts (1 call + 2 emails).
  • Confirm contacts, address, and autopay or 3^rd party billing (if applicable).
  • Confirm and obtain purchase orders (POs) and their expiration dates.
    • Next‑month POs are required no later than the 25th of the current month.
  • Provide W‑9 and COI.
• Follow up with AEs/RSMs on PandaDoc agreements nearing expiration.

• Support Customer Care Onboarding and/or Ongoing with overflow of work volume as needed.

• Vendor onboarding and procurement experience.
• Proficiency in ERP systems Salesforce, Syteline, Adobe and Microsoft Office Suite.
• Detail-Oriented: Exceptional attention to detail to manage, verify, and input complex data accurately.
• Communication: Strong verbal and written communication skills for interacting with internal teams and external suppliers.
• Process Knowledge: Understanding of 1099 tax requirements and supplier risk management. 
• Associate degree; OR equivalent years of experience in the related field.
• Project and time management skills.
• Interpersonal skills – relates well to people at all levels; builds appropriate rapport; uses diplomacy and tact.
• Excellent analytical / problem solving skills. Detail oriented with exceptional time management and multi-tasking ability.
• Excellent written and verbal communication skills
• Strong Customer Service skills
• Previous field sales or distributor sales management experience highly preferred. 
• Must be proficient with current software applications such as Word, Excel, Outlook and PowerPoint. 
• Professional demeanor, service and communication skills are required

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