Client Onboarding Specialist II

AIT Worldwide Logistics•Itasca, IL

About The Position

The Client Onboarding Specialist II manages the early phase of the client lifecycle, ensuring customers are onboarded professionally, effectively, and efficiently. The role focuses on driving customer adoption and engagement during the first 90 days, supporting customer satisfaction and retention, and helping establish companywide processes and procedures for managing Home Delivery services. The specialist oversees onboarding from implementation kickoff through solution go-live and adoption. They coordinate with clients and internal teams, track and report implementation metrics, provide training and documentation support, and follow up with customers after go-live to gather feedback and improve solution usage.

Requirements

Bachelor’s degree in a related field or demonstrated experience.
At least 3 years of experience in a customer service or support role.
At least 3 years in a project management role, with significant experience coordinating schedules with internal teams and controlling for timely monthly close; tracking and analyzing financial data; and producing regular reports.
At least 3 years of experience in project management, scheduling, and task management.
Proficiency in Microsoft Word and Excel.
Strong project management and organizational skills.
Strong communication and presentation skills over video and phone calls.
Strong verbal and written communication skills and attention to detail.
Professional, friendly approach and ability to quickly develop rapport with customers.
Ability to thrive in a fast-paced, high-performance environment.
Motivated, team-oriented approach with a bias for action.
Organizational and time-management skills, including ability to manage multiple priorities.
Initiative, self-motivation, and ability to contribute as an interactive team player.
Interpersonal and customer service skills.

Nice To Haves

At least 5 years of experience in logistics and transportation.
AS400 experience.
A strong work ethic and appreciation for ownership, independence, accountability, and autonomy.
Growth mindset, openness to change, and interest in continuous improvement.

Responsibilities

Manage the customer onboarding process from implementation kickoff through solution go-live and adoption.
Track daily, weekly, and monthly metrics and prepare reports supporting the customer experience.
Plan and implement new client accounts using organizational and project management skills.
Use internal tools and procedures for screen sharing, project timelines, task management, recording training materials, creating documentation, and tracking implementations.
Build an understanding of and distribute rules of engagement, SOPs, program service-level agreements, performance metrics, project status, and escalation matrices.
Coordinate task execution with account executives, implementation engineers, training teams, and support teams to provide a seamless onboarding experience.
Conduct post-go-live customer check-ins to gather feedback and identify opportunities to improve solution usage.
Hold weekly, bi-weekly, and monthly internal and client calls as required.
Provide and support weekly executive status reports to the Manager and implementation manager.
Build relationships with client stakeholders and communicate with clients and stakeholders daily.
Assist with special projects related to internal projects.

Benefits

Medical, prescription, health savings account, flexible spending accounts, dental, vision, life, AD&D, disability, supplemental health, and employee support benefits.
Paid parental leave.
Pet insurance.
401(k).
Tuition reimbursement.
Potential performance-based bonus, depending on position and achievement of business and/or individual performance metrics.
10 to 20 vacation days annually depending on tenure.
2 personal days annually.
1 floating holiday annually.
5 sick days annually.
5 volunteer hours annually.
6 company holidays annually, plus Veterans Day for veterans.