Client Onboarding Analyst

ABOUT WASTE LOGIC

We have 30+ years of experience in managing waste and recycling services for businesses throughout Canada. WLI has developed a strong working relationship with over 150 service providers in the solid waste and recycling industry. Waste Logic assists clients to help create their own plans for sustainability, through levers such as waste diversion, new innovations, or employee culture. Throughout our phased process, we provide clients with expertise, tools, and data driven analytics to improve their sustainability efforts.

OUR CULTURE

Waste Logic is 
Great Place to Work Certified.
At Waste Logic, we believe that creating a supportive, empowering, and collaborative environment isn't just good for people; it's good for business. Our people are the driving force behind everything we do, and this certification affirms that we're on the right track when it comes to cultivating a culture where individuals feel valued, heard, and motivated to do their best work.

We are a team that is passionate about the work that we do and the clients we partner with. We consider our employees with their individual skills and talents to be integral to our business, which helps to foster our culture of innovation, accountability, and passion. Our employees have a voice and are directly involved in the success of our company. Waste Logic is an equal opportunity employer.

Position Summary:

Reporting to the Director of Client Onboarding, the 
Client Onboarding Analyst
 plays a key role in ensuring new clients are successfully transitioned into Waste Logic following contract execution. This role is responsible for coordinating client communication, collecting and validating onboarding data, and supporting a structured handoff between Business Development, Account Management, and internal operational teams.

This position serves as a central coordination and quality-control point during the onboarding phase. The Client Onboarding Analyst ensures that all required information is complete, accurate, and documented prior to service activation and account handoff. While client-facing, the role is primarily internally focused and operates within defined processes and escalation paths.

In addition to onboarding coordination, the Client Onboarding Analyst supports early account stability by assisting with first-invoice review, ensuring initial billing aligns with contracted services and onboarding data. This role helps reduce downstream issues by identifying discrepancies early and escalating appropriately.

Key Responsibilities:

• Client Onboarding Coordination:
  Act as a primary point of contact for clients during the onboarding phase following contract execution. Communicate onboarding requirements, timelines, and next steps clearly and professionally.
• Data Collection & Validation:
  Collect, review, and validate all onboarding data required to activate new client accounts. Ensure information is complete, accurate, and aligned across contracts, intake materials, and internal systems.
• Internal Handoff Support:
  Coordinate the transition of accounts from Business Development to Account Management, ensuring onboarding readiness prior to handoff and minimizing internal rework or client confusion.
• Process Enforcement & Escalation:
  Enforce onboarding readiness standards by pausing progress when required information is missing and escalating through the Director of Client Onboarding as needed.
• First Invoice Review:
  Assist with the review of initial client invoices to confirm alignment with onboarding data and contracted services. Identify discrepancies and escalate to appropriate internal teams for resolution.
• Systems & Reporting Support:
• Maintain onboarding trackers and records using Excel and internal systems. Support structured client data collection and feedback initiatives using Microsoft Forms and related tools.
• Other Duties:
  Support additional onboarding, coordination, or reporting tasks as required.

Experience & Abilities:

• Professional, Outgoing Communicator:
  Confident and approachable communication style with the ability to engage comfortably with clients and internal teams through email, phone, and virtual meetings. Able to communicate clearly without over-promising or escalating unnecessarily.
• Customer Experience Orientation:
  Prior experience in a customer-facing or CX-focused role, with strong listening skills and the ability to manage client interactions professionally, even when timelines or expectations are under pressure.
• Detail-Focused & Methodical:
  Naturally attentive to detail, with a structured and methodical approach to work. Able to identify missing information, inconsistencies, or errors before they create downstream issues.
• Organized & Deadline-Driven:
  Strong personal organization and time-management skills, with the ability to manage multiple priorities, track dependencies, and consistently meet deadlines.
• Process-Minded & Accountable:
  Comfortable working within defined processes and escalation paths. Understands the importance of documentation, accuracy, and consistency in a regulated, service-based environment.
• Data & Systems Comfortable:
  Confident working with data and systems, including strong proficiency in Microsoft Office (Excel, Outlook, Teams, Word) and familiarity with structured data collection tools such as Microsoft Forms.
• Calm, Reliable, and Adaptable:
• Maintains a steady, professional approach in a fast-paced environment. Able to adapt to changing priorities, receive feedback constructively, and support continuous improvement initiatives.

Preferred Qualifications:

• Previous experience in customer experience, client support, onboarding, or coordination role within a service-based organization
• Experience supporting internal handoffs between sales, account management, operations, or finance teams
• Exposure to CRM systems (e.g., HubSpot or similar) and comfort working within structured workflows
• Experience working with process documentation, checklists, or standard operating procedures
• Familiarity with data tracking, reporting, or quality control functions in an operational environment

Education:

• Diploma or Degree in Business Administration, Communications, Customer Experience, Operations, or equivalent combination of education and relevant work experience.