Customer Implementation Specialist

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.