3PL Onboarding & Customer Support Specialist

Renewal Investment Services•McDonough, GA

10d

About The Position

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.

Requirements

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

Nice To Haves

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

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
Salesforce & Sales Process Expertise 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
SOP & Documentation Management 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
Onboarding Call Oversight & Quality Control 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
Systems & Technical Knowledge 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
Customer Service & Issue Resolution 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
Process Improvement & Cross-Functional Collaboration 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