Customer Onboarding Specialist (Addison)

MUST HAVE EXPERIENCE WITH A CRM!!!!!!

The Customer Verification & Account Setup Specialist is responsible for protecting the business from fraud while ensuring new customers experience a smooth, professional onboarding process. This role serves as the primary point of contact for validating new company locations and purchases, handling inbound phone calls, routing customers to the appropriate sales representative, and coordinating closely with Sales to ensure accurate and timely account setup.
This position plays a critical role in data accuracy, risk reduction, and first impressions for new customers.
Responsibilities:
Fraud Prevention & Verification
Make outbound phone calls to validate new company locations, purchases, and customer legitimacy prior to account activation
Verify business information using approved validation methods to reduce fraudulent activity
Clearly document verification outcomes and supporting details
Escalate questionable or high-risk cases to leadership or treasury teams as required
Inbound Call Handling, Lead Entry & Sales Routing
Answer and manage inbound phone calls from prospective and new customers
Ask discovery questions to understand customer needs and intent
Capture and enter new leads into the CRM from inbound calls and other internal sources, ensuring accurate and complete information.
Route calls to the appropriate sales representative or team based on product, territory, or account type
Leverage scheduling tools to proactively coordinate customer callbacks with sales representatives following inbound inquiries.
Ensure handoffs are accurate, complete, and well-documented

New Customer Account Setup
Set up new customer accounts in CRM and related business systems, ensuring accurate and complete customer information
Validate customer details and required documentation to support proper account creation and onboarding
CRM & Process Collaboration
Maintain high standards of CRM hygiene and data accuracy
Follow defined processes for account setup, verification, and documentation
Identify trends, gaps, or recurring issues in account setup or validation and escalate as needed
Support continuous improvement of onboarding and fraud-prevention workflows

Successful candidates will have:
0–2 years of experience in customer service, inside sales support, account onboarding, or verification-related roles
Strong phone presence with comfort handling both outbound verification calls and inbound customer inquiries
Ability to ask targeted questions, validate business information, and connect details across company locations, purchases, and contacts
High attention to detail with discipline around documentation, follow-up, and CRM hygiene
Strong time management skills with a sense of urgency and accountability
Curiosity about customer operations, purchasing needs, and account setup requirements Coachability and desire to grow within customer operations, sales support, or account management functions
Requirements:
Bachelor’s Degree; preferred degree in Business, Supply Chain, Finance, or related field
0–5 years of experience in customer-facing, call-based, or operations support roles
Excellent verbal and written communication skills
Strong active listening, critical thinking, and decision-making abilities
Familiarity with Microsoft Office Suite; CRM and ERP experience preferred
Proven ability to work cross-functionally with Sales, Operations, and internal teams