Account Transition & Operations Clerk

Position Summary

The is a unique, part-time role created to support the continuity, onboarding, and long-term success of some of Gradient’s most valued and operationally complex customer accounts.

This role is responsible for managing the onboarding and transition support of the SMT/Pro Auto Logistics and its sub-entities fleet through completion while also serving as a subject matter expert for specialized customer accounts. The position plays a critical role in safeguarding customer relationships, transferring operational knowledge to team members, and supporting a remarkable customer experience during periods of growth and transition.

This position is primarily remote with occasional in-office collaboration and training support as needed.

Key Responsibilities

Strategic Account Onboarding

• Lead and coordinate the onboarding efforts for the Pro Auto Logistics fleet through completion
• Manage moving components, timelines, communication, and follow-up across departments
• Support operational continuity throughout the onboarding process
• Ensure customer expectations, service standards, and compliance requirements are consistently met
• Identify onboarding risks or process gaps and proactively communicate solutions

Subject Matter Expertise & Knowledge Transfer

• Serve as a subject matter expert for large and operationally complex customer accounts
• Facilitate scheduled training sessions via Microsoft Teams with new and existing team members
• Support the transfer of institutional and operational knowledge related to strategic accounts
• Assist team members in understanding account nuances, customer expectations, workflows, and special handling procedures
• Partner with leadership to strengthen onboarding and training resources for specialized accounts
  

Work Environment & Expectations

Remote Work Requirements

• Maintain a reliable home office environment
• Computer and internet access capable of supporting Microsoft Teams and GoTo/soft phone systems
• Dedicated workspace that protects the confidentiality and privacy of customer information
• Secure storage for any physical customer documentation required to support transition activities

Scheduling Expectations

• Flexible scheduling with established working hours coordinated in advance
  • Monday, Tuesday, Thursday
    • 5:00 am - 8:00 am PST - Customer Relations
    • 11:10 am - 12:00 pm PST - CRS Training
    • 4:10 pm - 5:00 pm PST - CRS Training
  • Wednesday 
    • 5:00 am - 8:00 am PST - Customer Relations
    • 11:10 am - 12:00 pm PST - CRS Training
      
  • Friday
    • 5:00 am - 8:00 am PST - Customer Relations
      
• Availability must align with scheduled onboarding activities, training sessions, and operational support needs
• Occasional in-office attendance may be required for collaboration or training purposes

Qualifications

• Strong understanding of Gradient operational workflows and customer service expectations
• Experience managing large or operationally complex customer accounts
• Ability to coordinate multiple moving pieces with strong attention to detail
• Strong communication and training facilitation skills
• Ability to work independently in a remote environment
• High level of professionalism and confidentiality
• Strong organizational and follow-through skills