Implementation Coordinator

Position Summary

The Implementation Coordinator owns the coordination and execution of client onboarding for larger, enterprise-level accounts, helping translate sold solutions into an organized, well-communicated launch plan. This role partners closely with Sales, Solutions, Operations, Technology, and Account Management to align scope, timelines, system setup, documentation, stakeholder communication, and post-launch handoff. The Implementation Coordinator is expected to keep work moving, surface risks early, maintain accurate project and CRM records, and create a consistent onboarding experience that positions customers and internal teams for long-term success.

Essential Duties and Responsibilities

• Build cross-functional relationships in alignment with eShipping’s Mission, Core Values, and Five E’s Philosophy.
• Coordinate enterprise client implementations from post-sale transition through launch, ensuring project activities are organized, visible, and aligned to agreed scope.
• Partner with Sales and Solutions to clarify customer requirements, implementation scope, milestones, dependencies, and success criteria.
• Maintain project plans and implementation workspaces in approved tools, including Basecamp, to track tasks, ownership, timelines, risks, and status updates.
• Serve as a consistent point of coordination for customers and internal stakeholders by preparing updates, facilitating follow-ups, documenting decisions, and keeping action items moving.
• Coordinate account setup, carrier and system readiness, integration activities, documentation distribution, testing support, and other launch-related workstreams.
• Monitor scope changes, timeline risks, customer readiness, and account performance indicators; escalate issues with appropriate context and recommended next steps.
• Maintain accurate CRM records, implementation notes, customer documentation, and administrative details needed to support visibility and clean handoff.
• Guide new clients through onboarding milestones, ensuring deadlines, deliverables, and internal responsibilities are clearly understood and completed.
• Collaborate with Account Management, Operations, Technology, and other internal teams to ensure implementation updates are communicated and transition plans are executed.
• Support Sales and Solutions in presenting the onboarding process to prospects and customers, including implementation approach, timeline expectations, roles, and next steps.
• Participate in post-launch reviews and handoff discussions to confirm open items, document lessons learned, and support a smooth transition to ongoing account ownership.

Required Skills and Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Strong client-facing communication skills with the ability to set expectations, summarize project status, and maintain professional follow-through.
• Strong written and verbal communication skills, including the ability to document requirements, decisions, action items, risks, and next steps clearly.
• Ability to work independently with leadership oversight while knowing when to escalate risks, blockers, or scope concerns.
• Strong organizational skills, attention to detail, and the ability to manage multiple active implementations, competing priorities, and time-sensitive follow-ups.
• Comfort working across cross-functional teams and translating customer needs into actionable internal tasks.
• Working knowledge of Microsoft Office and the ability to learn project management, CRM, TMS, portal, and other technology tools used to support implementation work.
• Problem-solving mindset with the ability to identify gaps, clarify ownership, and keep implementation work moving in a fast-paced environment.

Minimum Education and Experience

• Relevant experience in transportation, logistics, customer onboarding, implementation coordination, project coordination, customer success, operations, or a related business environment.
• Bachelor’s degree preferred; equivalent combination of education, training, and relevant experience will be considered.
• Experience in using project management, CRM, transportation management, customer portal, or workflow management tools is preferred.
• Experience coordinating customer-facing projects, managing task follow-up, documenting requirements, or supporting cross-functional implementation activity is a plus.

Physical Demands and Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This description reflects management’s assignment of essential functions; it does not proscribe or restrict the tasks that may be assigned.

• Physical Demands: While performing the duties of this job, the employee is regularly required to remain in a stationary position for at least 50% of the time. The employee needs to occasionally move about inside the office to access file cabinets, office machinery, etc. The general level of physical activity would be defined as sedentary. The employee is regularly required to operate a computer and other office productivity machinery, such as a calculator, telephone, copy machine, and printer. Some movements of the hands, arms, and wrists may involve repetitive motions. Specific vision abilities required by this job include the ability to detect, determine, perceive, identify, recognize, judge, observe, inspect, and assess various activities and surroundings.
• Cognitive/Mental Requirements: While performing the duties of this job, the employee is regularly required to comprehend and use basic language, either written or spoken, to communicate simple and complex information, ideas, and information. The employee is also required to use logic to define problems, collect information, establish facts, draw valid conclusions, interpret information, and deal with abstract variables for unique or unfamiliar situations. The employee must use problem-solving skills to formulate and apply appropriate courses of action for routine or familiar situations. The employee may be required to perform numerical operations including basic counting, adding, subtracting, multiplying, and dividing or more complex quantitative calculations.
• Work Environment: While performing the duties of this job, the employee is inside a central heat and air-conditioned office building or in their home office environment. The noise level in the environment is minimal.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of an employee. Duties, responsibilities, and activities may change at any time with or without notice.

eShipping LLC is an equal opportunity employer.