The Customer Implementation Specialist is responsible for managing the successful transition of new and awarded business from customer award through operational execution. As a member of the Pricing team, this role serves as the central point of coordination between Sales, Account Management, Operations, Capacity, and Pricing to deliver best-in-class onboarding experience.
The ideal candidate is highly organized, process-driven, and detail-oriented, with the ability to manage multiple implementations, coordinate cross-functional stakeholders, and ensure customer requirements are accurately translated into operational execution.
Specific Responsibilities include:
- Lead the onboarding and implementation of new and awarded business from post-award through go-live.
- Develop and manage onboarding plans, timelines, milestones, and deliverables to ensure successful execution.
- Serve as the primary point of contact for onboarding-related communication with internal and external stakeholders.
- Document, communicate, and validate customer requirements, SOPs, KPIs, and service expectations.
- Coordinate cross-functionally with Sales, Account Management, Operations, Capacity, Pricing, and other teams to ensure readiness for launch.
- Facilitate internal kickoff meetings and align stakeholders on scope, timelines, responsibilities, and customer expectations.
- Oversee customer setup across systems and ensure accuracy of rates, lanes, accessorials, and other critical data.
- Maintain onboarding documentation and ensure visibility and accessibility across teams.
- Monitor onboarding progress, proactively identify risks, and resolve issues to support a smooth implementation.
- Own and maintain onboarding processes, workflows, SOPs, and best practices.
- Identify process improvement opportunities and support standardization and automation initiatives.
- Deliver a positive onboarding experience by providing regular updates and managing customer expectations throughout implementation.
- Conduct post-implementation reviews to assess performance, identify improvement opportunities, and ensure alignment between operational execution and customer requirements.
- Support special projects and other duties as assigned.
Our Ideal Candidate will possess:
- 2-4 years of experience in customer onboarding, implementation, project coordination, customer service, or a related role.
- Post-secondary education in Business, Supply Chain, Logistics, Project Management, or a related field.
- Experience within the transportation, logistics, or supply chain industry is considered an asset.
- Familiarity with customer onboarding, implementation, or operational transition processes.
- Experience working with transportation management systems (TMS), CRM platforms, pricing tools, rating systems, or similar business applications.
- Experience coordinating cross-functional teams and managing multiple priorities, timelines, and deliverables simultaneously.
- Exceptional attention to detail and ability to validate data accuracy, identify discrepancies, and ensure quality execution.
- Excellent communication skills with a customer-focused approach.
- Ability to document processes, SOPs, business requirements, and customer expectations clearly and accurately.
- Proficiency with Microsoft Office, particularly Excel, Word, PowerPoint, and Teams.
This job is classified under NOC Code: 13100
Why Bison:
• Thrive in a supportive team that provides coaching and training to help develop your skills and progress your career
• Dispersed work environments that promote a healthy work-life balance
• Meaningful and impactful work and projects with an essential service provider
• Join our engaging Wellness Program & extracurricular sports teams
About Bison:
• Celebrating over 50 years in Business
• Active in giving back through Corporate Social Responsibility and Charitable Giving
• Committed to environmental sustainability
Bison Transport is committed to Diversity and Inclusion in the Workplace.
