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Open Role: Onboarding Manager

By Tom Wicky

The Onboarding Manager at MyFBAPrep is a critical role responsible for ensuring a seamless, efficient, and customer-focused onboarding process for new clients across our diverse suite of e-commerce services. This position serves as the bridge between sales and operations, helping clients transition smoothly into our network of services, including B2B fulfillment, direct-to-consumer (DTC) operations, FBA prep, bundling, shrink-wrapping, kitting, labeling, and more. The Onboarding Manager will develop and execute a standardized onboarding program, working cross-functionally to deliver an exceptional client experience and ensure they are fully set up for success.

Key Responsibilities

Client Onboarding:

  • Act as the primary point of contact for new clients during the onboarding phase.
  • Guide clients through the onboarding process, clearly explaining services, timelines, and expectations.
  • Collect and document client requirements, including SKUs, packaging needs, and special instructions.
  • Coordinate with internal teams to ensure warehouse readiness and proper setup for client operations.
  • Ensure new clients are set up in the appropriate internal systems and notify all relevant stakeholders.

Process Development & Optimization:

  • Create, document, and refine a scalable, repeatable onboarding process for all service categories.
  • Identify and implement process improvements to reduce onboarding time while enhancing client satisfaction.
  • Establish key performance indicators (KPIs) to measure onboarding efficiency and success.

Cross-Functional Collaboration:

  • Work closely with sales, account management, and operations teams to align client needs with service capabilities.
  • Ensure smooth handoff of clients from sales to operations and account management post-onboarding.
  • Collaborate with warehouse partners and logistics teams to address client-specific setup needs.

Client Training & Support:

  • Provide training and resources to clients to familiarize them with our systems, processes, and service capabilities.
  • Address and resolve any client concerns or challenges during the onboarding process.
  • Develop FAQs, guides, and other resources to streamline client education.

Data Management & Reporting:

  • Maintain accurate and detailed records of client onboarding activities in the CRM and other relevant systems.
  • Prepare and present regular reports on onboarding progress, client feedback, and process improvements.

Qualifications

  • Bachelor’s degree in Business, Supply Chain Management, or a related field, or equivalent experience.
  • 3-5 years of experience in onboarding, account management, or operations, preferably within an e-commerce, Amazon services, or third-party logistics (3PL) environment.
  • Strong understanding of e-commerce operations, including FBA prep, DTC fulfillment, kitting, bundling, and labeling.
  • Exceptional project management skills with a proven ability to manage multiple priorities and deadlines.
  • Excellent communication and interpersonal skills, with the ability to build trust and rapport with clients and internal teams.
  • Proficiency in CRM systems, project management tools, and e-commerce platforms like Shopify, Amazon Seller Central, and others.
  • Analytical mindset with the ability to identify process gaps and implement improvements.
  • Customer-focused attitude with a passion for delivering exceptional service.

Preferred Skills

  • Experience working in a fast-paced startup or high-growth environment.
  • Familiarity with warehouse management systems (WMS) and enterprise resource planning (ERP) systems.
  • Knowledge of Amazon FBA guidelines and requirements.
  • Certification in project management (PMP, Scrum, or similar).

What We Offer

  • Competitive salary and benefits package.
  • Opportunity to work with a fast-growing company in the e-commerce space.
  • Collaborative and supportive work environment.
  • Professional growth and development opportunities.

About MyFBAPrep

MyFBAPrep is a leading eCommerce warehouse and logistics network serving enterprise-level brands and top omnichannel-marketplace sellers. Operating a global network of over 100 warehouses and 85 million square feet of warehouse space, MyFBAPrep offers a full suite of eCommerce 3PL services and operates in the United States, Canada, Mexico, Europe and the United Kingdom. The company has been recognized as #44 on Inc. 5000 2023 (#1 in Logistics & Transportation); #20 on the 2023 Deloitte Technology Fast 500™ (#1 in Logistics & Transportation); and #1 on South Florida Business Journal’s “Fast 50” 2023. Based in Coral Springs, Florida, MyFBAPrep moves over $1 billion in Gross Merchandise Value (GMV) and processes over 10 million units annually.

To apply, please email tom[at]myfbaprep.com with the subject line: Onboarding Manager candidate