Customer Onboarding Representative

Charlotte, NC
Full Time
Entry Level

About Us:

ScentAir is the world’s largest scent marketing firm for over 25 years. ScentAir provides fragrance technologies across the globe to enterprise corporations, industry leaders, small businesses, and home consumers, with the goal of creating powerful experiences using fragrance.

From our home office in Charlotte, NC, ScentAir has spread the power of scent globally with corporate offices on 3 continents. ScentAir has the privilege to work with some of the most recognizable and exciting brands in the world.

As part of our Customer Onboarding Team, you are responsible for delivering exceptional customer service experiences, including accurate, timely, and effective communication and execution of relational and transactional activities among internal and external customers. This position will focus on customer setup and onboarding functions while supporting cross-functional team members during the establishment and maintenance of a new customer. 

ROLES AND RESPONSIBILITIES:

  • Accurately entering, distributing, & tracking all forms and related documentation associated with onboarding and setup of new accounts.
  • Assuring a consistent proactive communication plan within ScentAir, specifically within the sales organization throughout the onboarding process to ensure accurate receipt of documentation.
  • Performing screening activities in connection with new client onboarding regarding CRM system activities including setup of customer detail information.
  • Performing reconciliations/audits on accounts upon completion of setup.
  • Measuring and analyzing data relative to the onboarding processes, customer and internal communications, and completion of all associated workflows. Using data to recommend changes to streamline systems and processes and to enhance internal and external customer relationships.
  • Monitoring and managing customer accounts from creation through the entire life-cycle, escalating issues as necessary.
  • Prepare and maintain reports, analyze data, and assist management in new account process development.
  • Proactively drive changes that will systematize additional processes to improve the overall Customer Experience.
  • Engage in communication  such as customer touchpoint activities, phone interactions, emails, and additional customer communications post set up and throughout the customer life cycle.
  • Maintenance activities of existing customers which may include: scent changes, contract maintenance, RMAs, credit memos, re-contracts, and operational activities around customer shipments.
  • Proactively managing customer accounts to ensure ongoing satisfaction.
  • Handling customer queries and complaints in a timely manner.
  • Nurturing business relationships with key customers.
  • Identifying and understanding customer needs, developing customized solutions and communicating regularly to build customer loyalty.

ADDITIONAL RESPONSIBILITIES AS REQUIRED:

  • Interact with other staff to facilitate and execute proper account creation, shipment validations and tracking, along with general operations & administration functions.
  • Participate in team meetings, bringing information about activities and transactions to the team for review and reporting of issues and adherence to general procedures and practices.
  • Interacting with customers and service providers, handling customer requests, research, preparing management reports and spreadsheets.
  • Perform account receivable activities including: payment processing, collection activities in relation to past due accounts, sales tax inquiries, consolidation of accounts, and invoices and statements inquiries.
  • Managing and facilitating maintenance activities and requests associated with existing customers which may include, but are not limited to: scent changes, contract maintenance, RMAs, credit memos, re-contracts, and operational activities around customer shipments.

Education & Experience:

  • Associate’s Degree; OR equivalent years of experience in the related field.
  • Strong Microsoft Office and general computer skills.
  • Project and time management skills.
  • Interpersonal skills – relates well to people at all levels; builds appropriate rapport; uses diplomacy and tact.
  • Excellent analytical / problem solving skills. Detail oriented with exceptional time management and multi-tasking ability.
  • Excellent written and verbal communication skills
  • Customer Service skills

Be part of something scent-sational...

  • Competitive pay
  • Hybrid Schedule (Charlotte Office)
  • Medical, dental, vision, and life insurance
  • Company matched 401k
  • Fun, team-focused work environment
  • Employee driven community outreach program
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