Onboarding Specialist

cleoindia; Bengaluru; Remote; INR 600,000 - 800,000; Full time

Job summary

Cleo is hiring a PS Onboarding Specialist to drive supplier onboarding from initial outreach to production‑ready EDI connectivity. You will be the day-to-day contact for suppliers, guiding them through registration, testing, and go-live to ensure onboarding milestones are met.

You will coordinate with Project Managers, Solution Architects, and the broader team, handle high‑volume communications, and maintain accurate status in CRM while contributing to process improvements for faster onboarding.

Qualifications

• 2+ years in customer onboarding, implementation, account coordination, or supplier/vendor management.
• Strong written and verbal communication, with the ability to explain technical requirements to non-technical audiences.
• Highly organized, with a track record of managing large volumes of concurrent contacts against deadlines.

Responsibilities

• Outbound supplier outreach via email and phone using templates and tone guidelines.
• Guide suppliers through testing portal or WebEDI registration and answer questions about requirements and timelines.
• Provide onboarding training and assist with setup and go-live for suppliers.
• Maintain supplier status in CRM and monitoring systems; flag at-risk suppliers and report progress against deadlines.
• Produce weekly status updates on registrations, testing pass rates, and go-live readiness.
• Run escalation calls with the customer on a weekly basis.
• Assist in collecting collateral to create onboarding pages and supplier communications.
• Identify recurring supplier roadblocks and suggest template/FAQ/workflow updates.
• Collaborate with Project Managers, Solution Architects, Engineers, Support, and Marketing to ensure consistent messaging.

Skills

Customer onboarding

Account coordination

Vendor management

Written and verbal communication

CRM proficiency

Excel/spreadsheets

Email-based workflow tracking

Tools

CRM tools

Excel

Email tracking

Job description

Onboarding Specialist

Department: Professional Services

Level: IC - Mid-Level

Location: Remote

Type: Full-Time

Reports To: Program Manager, Supplier Onboarding

About Cleo

Cleo is the AI-native supply chain orchestration company built on modern EDI. We help businesses orchestrate EDI, API, MFT, applications, and trading partner ecosystems with the visibility, intelligence, and control needed to keep business-critical supply chain transactions moving - from order to cash, procure to pay, and everywhere in between. Our platform, Cleo Integration Cloud, brings together integration, workflow automation, real-time monitoring, and Agentic AI intelligence so supply chain, operations, and IT teams can launch partners faster, automate transactions across business systems, resolve exceptions before they become disruptions, and gain actionable insight across the end-to-end supply chain. Trusted by 5,000+ customers across manufacturing, retail, logistics, and distribution, Cleo is headquartered in Rockford, Illinois, with offices in Chicago and Bangalore. We are a team united by one mission: to make supply chains smarter. Cleo Never Stops.

The Opportunity

As a PS Onboarding Specialist, you drive trading partners (suppliers) from first outreach to production‑ready EDI connectivity for customer-sponsored onboarding programs. You are the day to day contact for suppliers, keeping them moving through registration, testing, and go live. Your work helps the program hit its connect‑by and go‑live dates.

What You’ll Do

• Supplier outreach: Execute multi-touch communication campaigns (email and phone) using the program's approved templates and tone, and track responses and escalations.
• Registration and enablement: Guide suppliers through testing portal or WebEDI registration, and answer questions about requirements, timelines, and process.
• Emails, training, and onboarding: Address inbound emails from suppliers on inquiries on the programs and products. Assist with the training, setup, and onboarding of suppliers to ensure a smooth onboarding for go-live.
• Pipeline management: Maintain accurate supplier status in the Supplier Onboarding Command Center and CRM. Flag at‑risk suppliers early and report progress against deadlines.
• Reporting: Produce weekly status updates on registrations, testing pass rates, and go-live readiness for the Program Manager and customer stakeholders.
• Escalation calls: Run escalation calls with the customer on a weekly basis.
• Collateral collection: Assist in collecting the collateral needed to create the onboarding page and supplier communications.
• Process improvement: Identify recurring supplier roadblocks. Recommend template, FAQ, and workflow updates that reduce touches per supplier.
• Collaboration: Work with Project Managers, Solution Architects, Engineers, Support, and Marketing to keep messaging consistent and issues resolved quickly.

What You Bring

Required

• 2+ years in customer onboarding, implementation, account coordination, or supplier/vendor management
• Strong written and verbal communication, with the ability to explain technical requirements to non-technical audiences
• Highly organized, with a track record of managing large volumes of concurrent contacts against deadlines
• Proficiency with CRM tools, Excel/spreadsheets, and email-based workflow tracking
• Comfort adjusting tone for different audiences, from supportive to deadline-driven

Preferred

• Working knowledge of EDI concepts (X12, trading partner setup, acknowledgments) or B2B integration
• Experience with Salesforce, Jira, Slack/Teams, or similar tools
• Experience in a supply chain, retail, food, or manufacturing environment
• Understanding of Procure-to-Pay (P2P) or direct procurement, supplier onboarding, and the related business processes

Working Conditions

Remote with high email and phone volume. Customers are high volume and require extra attention in a fast‑paced, high‑pressure environment. Occasional extended hours may be required.

Behavior Competencies

• Initiative & Innovation- Ability to be proactive and develop new ideas
• Level 2: Initiative - Takes initiatives within their area of responsibility to accelerate finding solutions. Detects problems, escalates with proposed solutions.
• Leadership & Management - Ability to work within or lead a team
• Level 1: Team Oriented - Actively cooperates with team members, shares knowledge proactively, and seeks advice when needed.
• Planning & Organization- Ability to manage tasks and activities
• Level 2: Scheduling- Determines a course of action by breaking it into smaller steps, planning and resourcing each, and adjusting for potential problems.
• Customer Focus- Ability to manage relationships with customers
• Level 2: Customer Oriented- Understands the needs of external customers and keeps them in mind when taking actions or making decisions.
• Interpersonal Communication- Ability to communicate effectively with people
• Level 2: Active Listening & Empathy- Listens to othe