Onboarding Specialist

East Coast Metal Distributors•Durham, NC

10h•Hybrid

About The Position

The Onboarding Specialist serves as the face of East Coast Metal Distributors' new account experience. This relationship-driven role is designed to improve new account conversion rates, accelerate time-to-value, and increase customer lifetime value by guiding new customers through a structured, high-touch onboarding journey from first contact through full account activation.

Requirements

Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams)
Experience with CRM platforms such as Salesforce or similar tools
Excellent written and verbal communication skills with a customer-first mindset
Technically savvy with the ability to learn and explain digital tools and platforms quickly
Strong organizational skills and ability to manage multiple accounts simultaneously
Self-motivated with the ability to work independently in a hybrid environment

Nice To Haves

Prior experience in a customer onboarding, inside sales, or account management role
Background in distribution, manufacturing, or metals industry is a plus
Familiarity with pricing structures or sales operations workflows
Experience conducting discovery calls or customer needs assessments

Responsibilities

Conduct AI-assisted research and discovery calls to build comprehensive customer profiles for new accounts
Document and organize customer data, purchasing needs, and business objectives to inform internal decision-making
Identify key stakeholders within new accounts and establish early relationships
Partner with the Pricing Team to ensure accurate and competitive matrix pricing is established at the onset of each new account relationship
Communicate customer-specific needs and market context to support informed pricing decisions
Serve as the liaison between new customers and the Pricing Team to resolve early pricing questions or concerns
Place structured Welcome Calls to new accounts to introduce East Coast Metal Distributors' services, tools, and resources
Guide new customers through website account setup, navigation, and self-service features to drive digital adoption
Monitor new account activity and follow up proactively to encourage platform engagement and repeat ordering behavior
Serve as the primary point of contact for new customers during the onboarding phase
Build trust and rapport early in the customer lifecycle to support long-term retention and loyalty
Transition fully onboarded accounts to the appropriate sales or account management team with thorough handoff documentation
Track and report on key onboarding metrics including conversion rates, time-to-first-order, and website adoption rates
Provide feedback to leadership on common customer pain points, objections, or onboarding barriers
Recommend process improvements to enhance the overall onboarding experience