Onboarding Specialist
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Job Description
Onboarding Specialist guiding suppliers from outreach through production-ready EDI connectivity. Supporting Cleo’s AI-native supply-chain orchestration platform with registration, testing, reporting, and go-live readiness.
Responsibilities:
- Execute multi-touch supplier communication campaigns by email and phone using approved templates and tone
- Track supplier responses and escalations
- Guide suppliers through testing portal or WebEDI registration
- Answer supplier questions about requirements, timelines, processes, programs, and products
- Assist with supplier training, setup, onboarding, and go-live readiness
- Maintain accurate supplier status in the Supplier Onboarding Command Center and CRM
- Flag at-risk suppliers and report progress against deadlines
- Produce weekly updates on registrations, testing pass rates, and go-live readiness for the Program Manager and customer stakeholders
- Run weekly escalation calls with the customer
- Collect collateral for onboarding pages and supplier communications
- Identify recurring supplier roadblocks and recommend template, FAQ, and workflow improvements
- Collaborate with Project Managers, Solution Architects, Engineers, Support, and Marketing
- Use AI to draft supplier outreach, summarize email threads, accelerate status reporting, analyze roadblocks, and propose workflow improvements
- Review AI-generated content before sending it to suppliers or customers
- Report to the Program Manager, Supplier Onboarding
Requirements:
- 2+ years in customer onboarding, implementation, account coordination, or supplier/vendor management
- Strong written and verbal communication, with the ability to explain technical requirements to non-technical audiences
- Highly organized, with a track record of managing large volumes of concurrent contacts against deadlines
- Proficiency with CRM tools, Excel/spreadsheets, and email-based workflow tracking
- Comfort adjusting tone for different audiences, from supportive to deadline-driven
- Working knowledge of EDI concepts (X12, trading partner setup, acknowledgments) or B2B integration preferred
- Experience with Salesforce, Jira, Slack/Teams, or similar tools preferred
- Experience in a supply chain, retail, food, or manufacturing environment preferred
- Understanding of Procure-to-Pay (P2P) or direct procurement, supplier onboarding, and related business processes preferred
- Ability to use AI for implementation plans, customer requirement summaries, documentation, supplier outreach, status reporting, risk identification, and process improvement
- Must review AI outputs for accuracy and tone and comply with Cleo's AI Acceptable Use Policy
Benefits:
- Group Medical Insurance & Group Personal Accident Insurance coverage
- PF & Retiral benefits
- Flexible PTO and company holidays
- Wellness Benefit of 15000 per year
- Cleo Cares - CSR initiatives
- Leadership development programs
- Executive mentorship
- Rotational opportunities
- Internal mobility opportunities
- Inclusive, diverse, collaborative work environment
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