Customer Onboarding Coordinator

1 week ago

Mandaluyong City, National Capital Region, Philippines SmartChannel Pty. Ltd. Full time $104,000 - $130,878 per year

Position: Customer Onboarding Coordinator

Schedule: Day Shift

Work Set-up: Onsite (Mandaluyong)

Employment Type: Full-time

The Customer Onboarding Coordinator plays a critical role in bridging the gap between our Sales and Operations teams. Your primary responsibility is to take ownership of a new customer account once a sale is closed, ensuring every detail is validated and every job is 100% ready for a smooth, efficient installation. You will be the point of contact for the customer during the post-sale readiness phase, ensuring a seamless and positive experience.

Duties and Responsibilities

Deal Validation & Handoff:

  • Review all "closed-won" deals handed over from the Sales team.
  • Verify the accuracy and completeness of signed contracts, pricing, and required customer documentation.
  • Ensure all necessary information (e.g., photos of the site, switchboard, meter box) has been provided to the required standard.

Customer Communication & Information Gathering:

  • Serve as the primary point of contact for customers during the onboarding phase.
  • Proactively communicate with customers to request missing information or clarify details.
  • Maintain a clear and professional line of communication to keep the customer informed and engaged.

Site & Technical Feasibility Assessment:

  • Assess the provided information to determine the technical feasibility of the installation.
  • Identify potential site-specific issues or compliance requirements that may affect the job.
  • Work with our technical and advisory teams to confirm system design and placement.

Variation & Re-contracting Management:

  • Identify any variations from the original quote (e.g., additional batteries, switchboard upgrades, difficult access) and determine the updated cost.
  • Present variations and updated quotes to the customer and secure their approval.
  • Execute any necessary re-contracting and update the deal in the CRM.

Job Readiness & Handoff:

  • Finalize all job details, ensuring all documentation is complete and accurate.
  • Mark the job as "Install Ready" in the CRM, officially handing it off to the Scheduling and Installer Coordination teams.

Upsell Identification:

  • Leverage your technical assessment to identify potential upsell opportunities (e.g., an extra battery, surge protection) and present them to the customer during the onboarding process.

Qualification

  • Experience: Proven experience in a technical support, project coordination, or administrative role, preferably within the solar or energy sector.
  • Technical Knowledge: A strong understanding of solar and battery installation components, compliance requirements, and electrical systems is highly desirable.
  • Customer Focus: Excellent communication skills with the ability to manage customer expectations and resolve issues professionally.
  • Attention to Detail: Meticulous in reviewing contracts, data, and documentation to ensure accuracy and prevent errors.
  • Problem-Solving: Proactive and solutions-oriented, with the ability to identify potential issues and propose effective solutions.
  • Organizational Skills: Capable of managing multiple projects simultaneously, prioritizing tasks, and meeting deadlines.
  • Systems Proficiency: Experience with CRM systems (e.g., HubSpot) and project management tools is essential.

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