About this role
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.