Customer Onboarding Specialist

Position Summary
MSE Supplies is seeking a detail-oriented and highly organized Customer Onboarding Specialist to support our technical sales team and ensure customers are properly prepared to move from quotation to order processing.
Our technical sales team works directly with customers to understand their applications, answer scientific and technical questions, recommend products, and prepare quotations. Once a customer is ready to place an order, the Customer Onboarding Specialist takes ownership of the administrative onboarding process to ensure the customer is validated, properly set up, and ready to proceed.
This role is ideal for someone who enjoys working with customers, managing detailed processes, researching and validating information, and coordinating across multiple teams and systems. The successful candidate will play an important role in creating a smooth customer experience while maintaining accurate customer records and helping protect the company from fraud and financial risk.
Key Responsibilities
• Manage the administrative onboarding of new and existing customers once they are ready to move forward with an order.
• Coordinate new customer setup and review existing customer accounts for accuracy and completeness.
• Collect and maintain customer information, including billing and shipping details, accounts payable contacts, tax status, and required documentation.
• Validate customers, organizations, and purchasing opportunities to help identify potentially fraudulent or suspicious activity.
• Review customer account history and information to determine eligibility to apply for credit under established company policies and coordinate eligible requests with Finance/Accounts Receivable for final review.
• Monitor orders requiring advance payment and proactively follow up with customers regarding outstanding payment requirements.
• Collect and maintain tax exemption documentation for new customers, with the potential to support broader tax exemption maintenance in the future.
• Coordinate customer vendor onboarding requests, including supplier forms, questionnaires, and required company documentation.
• Identify whether customers use procurement or supplier portals and gather the information needed for internal registration and support.
• Maintain accurate and up-to-date customer records within the ERP system.
• Identify duplicate, incomplete, outdated, or inconsistent customer information and coordinate necessary updates.
• Work closely with Technical Sales, Finance/Accounts Receivable, Customer Service, and Order Processing to resolve administrative issues that could delay an order.
• Maintain clear documentation and proactively follow up on outstanding customer requirements.
Qualifications
• Previous experience in customer onboarding, sales administration, sales support, accounts receivable, order management, procurement support, customer service, or a related administrative role.
• Strong attention to detail and organizational skills.
• Ability to manage multiple customer accounts, tasks, and follow-ups simultaneously.
• Strong written and verbal communication skills with a professional, customer-focused approach.
• Strong research, analytical, and problem-solving abilities.
• Good judgment and the ability to recognize inconsistent, incomplete, or potentially suspicious customer information.
• Experience working with ERP, CRM, ticketing, or order-management systems.
• Ability to learn new software and navigate different customer processes and requirements.
• Ability to work independently, take ownership of assigned responsibilities, and collaborate effectively across departments.
• Comfortable handling confidential business, financial, and customer information.
Preferred Experience
• Experience with Microsoft Dynamics 365 Business Central or another ERP system.
• Experience with Zendesk or a similar ticketing platform.
• Familiarity with procurement and supplier platforms such as Coupa, SAP Ariba, JAGGAER, PaymentWorks, or similar systems.
• Experience with B2B customer onboarding, vendor registration, or customer account management.
• Experience supporting credit, accounts receivable, sales operations, or order-to-cash processes.
• Experience reviewing or maintaining customer tax exemption documentation.
• Experience with customer verification, fraud awareness, or transaction risk identification.
• Experience working with universities, government agencies, research institutions, laboratories, corporations, or international customers.
What Success Looks Like
A successful Customer Onboarding Specialist ensures that customers are accurately set up, properly validated, and administratively ready before their orders move forward.
This person serves as an important bridge between our technical sales team and the teams responsible for processing and supporting customer orders. By taking ownership of customer onboarding and administrative follow-up, this role allows our sales professionals to remain focused on customers' scientific and technical needs while helping ensure orders move forward efficiently and accurately.
The ideal candidate is detail-oriented, proactive, organized, investigative, customer-focused, and comfortable taking ownership of a process from start to finish.