[Hiring] Onboarding Specialist @Cleo (India)

Role Description

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.

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
• Proficiency with CRM tools, Excel/spreadsheets, and email-based workflow tracking
• Comfort adjusting tone for different audiences, from supportive to deadline-driven

Requirements

• 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
• Leadership & Management: Ability to work within or lead a team
• Planning & Organization: Ability to manage tasks and activities
• Customer Focus: Ability to manage relationships with customers
• Interpersonal Communication: Ability to communicate effectively with people
• Achievement Focus: Ability to achieve objectives
• Solution Finding: Ability to analyze situations and find accurate solutions
• People Focus: Ability to account for the human factor

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.

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.