Customer Onboarding Specialist

About Malin

For 55 years, Malin, a Raymond Company, has been a leader in providing turnkey material handling and intralogistics solutions to many of the world’s most recognized companies. Our mission has been to help customers improve their supply chain and operating efficiency by providing superior, cost-effective intralogistics solutions that maximize existing space, reduce labor costs, and increase overall productivity.  Malin is one of the largest U.S. Solutions & Support Centers for The Raymond Corporation, who is a member of the Toyota Industries family of companies.

About the Role

The Customer Verification & Account Setup Specialist is responsible for protecting the business from fraud while ensuring new customers experience a smooth, professional onboarding process. This role serves as the primary point of contact for validating new company locations and purchases, handling inbound phone calls, routing customers to the appropriate sales representative, and coordinating closely with Sales to ensure accurate and timely account setup.

This position plays a critical role in data accuracy, risk reduction, and first impressions for new customers.

Responsibilities:

Fraud Prevention & Verification

• Make outbound phone calls to validate new company locations, purchases, and customer legitimacy prior to account activation
• Verify business information using approved validation methods to reduce fraudulent activity
• Clearly document verification outcomes and supporting details
• Escalate questionable or high-risk cases to leadership or treasury teams as required

Inbound Call Handling, Lead Entry & Sales Routing

• Answer and manage inbound phone calls from prospective and new customers
• Ask discovery questions to understand customer needs and intent
• Capture and enter new leads into the CRM from inbound calls and other internal sources, ensuring accurate and complete information.
• Route calls to the appropriate sales representative or team based on product, territory, or account type
• Leverage scheduling tools to proactively coordinate customer callbacks with sales representatives following inbound inquiries.
• Ensure handoffs are accurate, complete, and well-documented

New Customer Account Setup

• Set up new customer accounts in CRM and related business systems, ensuring accurate and complete customer information
• Validate customer details and required documentation to support proper account creation and onboarding
• Partner with sales teams to confirm customer setup requirements and follow up on missing or incomplete information
• Maintain customer data integrity by adhering to established standards and updating records as needed.

CRM & Process Collaboration

• Maintain high standards of CRM hygiene and data accuracy
• Follow defined processes for account setup, verification, and documentation
• Identify trends, gaps, or recurring issues in account setup or validation and escalate as needed
• Support continuous improvement of onboarding and fraud-prevention workflows

Successful candidates will have:

• 0–2 years of experience in customer service, inside sales support, account onboarding, or verification-related roles
• Strong phone presence with comfort handling both outbound verification calls and inbound customer inquiries
• Ability to ask targeted questions, validate business information, and connect details across company locations, purchases, and contacts
• High attention to detail with discipline around documentation, follow-up, and CRM hygiene
• Strong time management skills with a sense of urgency and accountability
• Curiosity about customer operations, purchasing needs, and account setup requirements Coachability and desire to grow within customer operations, sales support, or account management functions

Requirements:

• Bachelor’s Degree; preferred degree in Business, Supply Chain, Finance, or related field
• 0–5 years of experience in customer-facing, call-based, or operations support roles
• Excellent verbal and written communication skills
• Strong active listening, critical thinking, and decision-making abilities
• Familiarity with Microsoft Office Suite; CRM and ERP experience preferred
• Proven ability to work cross-functionally with Sales, Operations, and internal teams

*Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.