New Customer Onboarding Overview-All Departments

Contents

There are two ways a new customer can be onboarded at Advantus. The Sales team or the Customer Service team will initiate the new customer setup, and the Compliance department will coordinate the process.

Sales – Customer Onboarding Process

Sales completes the New Customer Onboarding Form for Advantus customers, or the OP Products New Customer Onboarding Form and provides all required information. Sales will also determine if they are to be the point person for communication with the customer or if Compliance can act on their behalf.
Compliance will create a subfolder in the “New Customer Onboarding” folder on SharePoint. This folder will contain all of the documentation we have collected from the customer to begin the process, like routing guides or labeling requirements.
Compliance will save a blank copy of the Customer Onboarding Checklist 08.2021 in this folder. This will be our master copy.
Compliance will distribute to all departments the tasks they are responsible for completing to onboard the customer.
Compliance will include with the tasks any other documentation needed to complete the task (i.e., a sample of the label, invoice, or packing list).
As tasks are completed, the department is responsible for updating the master checklist on SharePoint and saving any related documents in the folder.
Compliance will monitor the master spreadsheet and documents and be responsible for all follow-up and problem resolution.
Compliance will send any requested information to the customer for approval, such as labels or packing list samples.
Compliance will continue to monitor the customer until the first order is shipped, and will communicate to the team when this occurs.