3PL Onboarding & Customer Support Specialist

Job Summary

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.

Key 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

Required Skills & Qualifications

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

Preferred Qualifications

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

Success in This Role Looks Like

Salesforce data is accurate, complete, and onboarding-ready

Onboarding is consistent, documented, and scalable

Clients are set up correctly and confidently prior to go-live

SOPs are current, clear, and actively used

Customer issues are resolved quickly with minimal escalation

Sales, Operations, and Customer Service are aligned and informed