Customer Onboarding Specialist

Customer Verification & Account Setup Specialist

For 55 years, Malin, a Raymond Company, has been a leader in providing turnkey material handling and intralogistics solutions to many of the world's most recognized companies. Our mission has been to help customers improve their supply chain and operating efficiency by providing superior, cost-effective intralogistics solutions that maximize existing space, reduce labor costs, and increase overall productivity. Malin is one of the largest U.S. Solutions & Support Centers for The Raymond Corporation, who is a member of the Toyota Industries family of companies.
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:

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
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
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
Partner with sales teams to confirm customer setup requirements and follow up on missing or incomplete information
Maintain customer data integrity by adhering to established standards and updating records as needed.
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:

02 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
05 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
*Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.