Onboarding Coordinator

1 week ago

Oakville, Canada Challenger Motor Freight Inc. Full time

**Job Description: Onboarding Lead/Coordinator - Courier (Final Mile Industry)**

**Position Overview**

We are seeking a highly organized and proactive **Onboarding Lead** to manage the end-to-end onboarding of new shippers in the courier (final mile) industry. This role is critical in ensuring a seamless transition for new customers, from contract signing through operational launch and post-implementation review. The Onboarding Lead will act as the primary point of contact, coordinating across internal teams—including Operations, Sales, IT, and Customer Service—to deliver a smooth and efficient onboarding experience.

**Key Responsibilities**

**Customer Onboarding Management**
- Lead and manage the onboarding process for new shippers, ensuring a structured, efficient, and positive experience.
- Develop and maintain onboarding project plans, timelines, and milestones.
- Act as the central liaison between customers and internal stakeholders to ensure all onboarding requirements are met.

**Project Management & Workflow Design**
- Create process documentation, workflows, and visual charts using **MS Visio**.
- Build and manage onboarding project schedules using **MS Project** or equivalent tools.
- Design and implement automated workflows using **MS Power Automate** to improve onboarding efficiency and consistency.

**Cross-Functional Coordination**
- Collaborate with Operations, Sales, IT, and Customer Service teams to ensure all aspects of onboarding (systems integration, operational setup, service-level alignment) are completed successfully.
- Proactively identify potential risks or bottlenecks in the onboarding process and escalate solutions.

**Post-Onboarding Performance Reviews**
- Facilitate **30-, 60-, and 90-day post-launch performance reviews** with customers and internal teams.
- Track KPIs, SLAs, and customer satisfaction metrics during the stabilization period.
- Provide insights and recommend process improvements to strengthen customer relationships and service performance.

**Qualifications & Skills**
- Bachelor’s degree in Business, Operations, Supply Chain, or related field (or equivalent experience).
- ** 2-3 years of project management or onboarding experience**, ideally within logistics, courier, or final mile delivery.
- ** PMP and/or Agile certification** required.
- Strong knowledge of project management methodologies and tools.
- Proficiency in **MS Visio**, **MS Project (or equivalent scheduling tools)**, and **MS Power Automate**.
- Exceptional organizational, problem-solving, and multitasking skills.
- Strong communication and stakeholder management abilities.
- Customer-centric mindset with a focus on delivering excellent service.

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