Onboarding Specialist

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 others' points of view through verbal and non-verbal communication. Formulates own views while understanding others'.

Achievement Focus- Ability to achieve objectives

Level 2: Persistence- Meets targets and fulfills agreements even when adverse circumstances prevail. Stays focused and resourceful under pressure.

Solution Finding- Ability to analyze situations and find accurate solutions

Level 2: Information Acquisition- Identifies gaps in available information and provides solutions for fixing them. Takes new information into account and modifies understanding accordingly.

People Focus- Ability to account for the human factor

Level 2: Efficiency of Staff- Manages own stress and avoids impacting team members. Anticipates and manages potential conflicts. Champions diversity through a positive approach.

AI Fluency

Uses AI to accelerate project delivery — drafting implementation plans, summarizing customer requirements, and generating documentation faster. Can point to specific examples where AI improved turnaround time or output quality on a customer engagement.

Role-specific expectations for PS Onboarding Specialists: 

• Uses AI to draft and tailor supplier outreach (email and call scripts) within the program's approved templates and tone, and to summarize long supplier email threads before follow-up.
• Uses AI to speed up weekly status reporting (registrations, testing pass rates, go-live readiness), spot at-risk suppliers earlier, and prepare for customer escalation calls.
• Uses AI to analyze recurring supplier roadblocks and propose updates to templates, FAQs, and workflows that reduce touches per supplier. •
• Reviews every AI output for accuracy and tone before it goes to a supplier or customer, and never enters confidential supplier or customer data into tools not approved under Cleo's AI Acceptable Use Policy.

Why Cleo

Join. Grow. Lead the Future of Supply Chain.

At Cleo we don't just manage supply chains — we orchestrate them. You'll be empowered to drive transformation, deliver excellence, and shape the future of global operations. Whether you're joining us from outside or growing within, this is your platform to lead with purpose, innovate with impact, and thrive in a culture that champions your growth.

WHY JOIN US

Strategic Influence

Be at the helm of global supply chain strategy, driving decisions that impact customers, partners, and communities worldwide.

Innovation-Driven Culture

Work with the latest in AI, automation, and digital supply chain platforms to solve complex challenges.

End-to-End Visibility

Lead across planning, sourcing, logistics, and fulfillment — connecting dots others can't see.

Sustainability at the Core

Help build ethical, transparent, and sustainable supply chains that make a difference.

WHY GROW WITH US

Leadership Development

Access world-class programs, executive mentorship, and rotational opportunities to accelerate your career.

Internal Mobility

We prioritize internal talent — your next big opportunity could be just one conversation away.

Recognition & Impact

Your ideas matter. Your leadership is visible. Your success is celebrated.

Inclusive Community

Thrive in a diverse, collaborative environment where every voice is heard and respected.

We are a Talent Destination for supply chain leaders who want to make bold moves, solve real world problems, and grow without limits. Whether you're stepping into your first leadership role or scaling new heights — your journey starts here. Cleo Never Stops.

Total Rewards

Benefits

• Group Medical Insurance & Group Personal Accident Insurance coverage
• PF & Retiral benefits
• Flexible PTO and company holidays
• Wellness Benefit of 15000 per year
• Cleo Cares - CSR initiatives

Equal Opportunity Statement

Cleo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.