Onboarding Customer Care & Vendor Setup Specialist in Charlotte, North Carolina at ScentAir Technologies LLC

Onboarding Customer Care & Vendor Setup Specialist
Overview
The Account Verification & Vendor Setup Specialist is responsible for ensuring the accuracy, completeness, and readiness of all new customer accounts prior to onboarding. This role manages account verification, vendor setup, customer communication, trial follow‑ups, and early‑stage account management for priority customer groups. The specialist partners with internal teams to ensure smooth activation and retention.

As part of our Customer Care Onboarding Team, this role will focus on customer setup and onboarding functions while supporting cross-functional team members during the establishment and maintenance of a new customer. Core Responsibilities
Vendor Setup

• Complete vendor setup for new accounts through corresponding portals.
• Onboarding: Manage the onboarding process for new vendors, including collecting, verifying, and entering information into the ERP or procurement system.
• Data Accuracy: Ensure accuracy and completeness of vendor profiles, including legal names, addresses, and payment terms.
• Compliance: Verify tax documentation (W-9/W-8) and ensure compliance with federal and state regulations.
• Communication: Act as the primary point of contact for vendor inquiries regarding their setup status.
• Maintenance: Update existing vendor information and manage supplier information changes.

Onboarding & Account Setup

• Accurately enter, distribute, track, and maintain all documentation related to new account onboarding and setup.
• Ensure consistent, proactive communication with internal stakeholders; particularly Sales throughout the onboarding process to support timely and accurate documentation.
• Utilize multiple customer and CRM systems to create, update, and maintain account records for new and existing customers.
• Perform onboarding and screening activities, including setup and validation of customer details within CRM systems.
• Measure, analyze, and report on onboarding workflows, customer communications, and internal processes; use data insights to recommend improvements that enhance efficiency and the customer’s experience.
• Prepare reports, analyze data, and support management with ongoing development and optimization of new account processes.
• Process orders received from regional offices, international distributors, and Account Executives.
• Provide administrative and sales support to Account Executives and Distributors.
• Maintain existing customer accounts, including but not limited to scent changes, contract maintenance, RMAs, credit memos, re-contracts, and shipment-related operational activities.
• Engage in ongoing customer communication through phone, email, and other touchpoints post-setup and throughout the customer lifecycle.
• Support Customer Care Onboarding and/or Ongoing with overflow of work volume as needed.

Account Verification

• Confirm that an agreement has been submitted for each opportunity.
• Validate that the agreement matches the opportunity details.
• Review pricing for accuracy.
• Complete Google search to confirm business exists.
• Call business to confirm phone numbers align with business.
• Collect proof of business for home-based businesses.
• Confirm Avendra profile is active in the Avendra portal.
• Confirms autopay is setup in CBAC when applicable.
• Confirm billing and shipping contacts are correctly entered so proper data rolls into Syteline.
• Review approved checklists before submitting opportunities to Onboarding.
• Review existing accounts for open invoices.
• Verify that correct billing and shipping contacts are entered at setup.

Customer Outreach & Communication

• Call new accounts with RMR > $750 to complete full AV questionnaire.
  • Minimum 3 attempts (1 call + 2 emails).
  • Confirm contacts, address, and autopay or 3rd party billing (if applicable).
  • Confirm and obtain purchase orders (POs) and their expiration dates.
    • Next‑month POs are required no later than the 25th of the current month.
  • Provide W‑9 and COI.
• Follow up with AEs/RSMs on PandaDoc agreements nearing expiration.

Additional Responsibilities

• Support Customer Care Onboarding and/or Ongoing with overflow of work volume as needed.

Required Skills and Qualifications

• Vendor onboarding and procurement experience.
• Proficiency in ERP systems Salesforce, Syteline, Adobe and Microsoft Office Suite.
• Detail-Oriented: Exceptional attention to detail to manage, verify, and input complex data accurately.
• Communication: Strong verbal and written communication skills for interacting with internal teams and external suppliers.
• Process Knowledge: Understanding of 1099 tax requirements and supplier risk management.
• Associate degree; OR equivalent years of experience in the related field.
• Project and time management skills.
• Interpersonal skills – relates well to people at all levels; builds appropriate rapport; uses diplomacy and tact.
• Excellent analytical / problem solving skills. Detail oriented with exceptional time management and multi-tasking ability.
• Excellent written and verbal communication skills
• Strong Customer Service skills
• Previous field sales or distributor sales management experience highly preferred.
• Must be proficient with current software applications such as Word, Excel, Outlook and PowerPoint.
• Professional demeanor, service and communication skills are required

ScentAir is a global leader in scent marketing and air quality solutions, headquartered in Charlotte, North Carolina. Founded in 1994, the company helps businesses enhance their environments, strengthen brand identity, and improve customer experiences through the strategic use of fragrance.

ScentAir serves over 50,000 brands globally in more than 100 countries, partnering with a wide range of industries—including retail, hospitality, healthcare, and entertainment. Ultimately, our goal is to help businesses create memorable, immersive environments that drive customer engagement, increase dwell time, and build brand loyalty.

Our roster of clients features some industry giants such as Disney World, Sea World, IHG, Aria Resort and Casino, MGM Grand, Marriott, Hilton, Winmark Brands, Westin Resorts, and Greystar Properties, among many others.