Digital Onboarding Specialist at Gregory Poole Equipment Company in Raleigh, North Carolina

Job Description:

Digital Onboarding Specialist

4807 Beryl Rd, Raleigh, NC 27606, USA Req #1245

Thursday, May 23, 2024

PRIMARY FUNCTION:

The Digital Onboarding Specialist will provide a coordinated and consistent approach in onboarding, deploying, and driving adoption of Caterpillar digital products and services to new customers . This position will enhance the customer experience by assisting customers in registering and fully utilizing all digital tools and resources offered by Gregory Poole and Caterpilla r. Th e individual will be responsible for demonstrating the value of Caterpillar ' s digital platforms such as VisionLink, Parts.Cat.Com , Cat Central, a nd other mobile app offerings. Through collaboration with the Gregory Poole sales team, this individual will identify new customers and provide an explanation of the benefits of our digital offerings.

ESSENTIAL DUTIES:

Onboarding Responsibilities

• Lead execution of the digital on-boarding strategy and ongoing customer support of digital tools and applications
• Liaison between Product Support and Sales Department for customer onboarding after machine sale
• Responsible for onboarding customers on all Gregory Poole & CAT digital platforms
• Collect key customer end-user information for online username creation
• Confirm onboarding steps are completed within 10 days of machine delivery
• Perform customer follow-up on a regular cadence to evaluate engagement with digital products
• Develop and monitor monthly reports to monitor customer onboarding success
• Provide support to Ecommerce Parts Reps and The E-commerce Manager
• Administers customer set-ups and back-end associations using CAT online tools when necessary
• Oversee subscription creations for all recent equipment sales purchases to satisfy Digital Program targets
• Establishes professional customer relationships with appropriate customer personnel
• Introduce customer s to assigned aftermarket representatives within Gregory Poole as applicable
• Maintain company and product confidentiality
• Adhere to all Gregory Poole Equipment Company values including living out or vision, mission, and safety culture
• Other job duties as assigned

Customer Support Responsibilities

• Engage with customers on how to use and perform specific actions in all Cat Digital Applications
• Tier II support (Online & Local) for Cat Customer Care for troubleshooting technical issues
• Support online sales growth through outbound customer call s
• Follow up with customer inquiries regarding password resets, billing, warranty and CVA 's , directing requests to necessary departments

UNIQUE DEPT. DUTIES

Makes full use of the variety of information available, including SISWeb , Numerical Parts Record , and other reference media .

MINIMUM REQUIREMENTS :

Education:

Associate's degree from an accredited college or university in a related field; three to five years of related experience and/or training; or an equivalent combination of education and experience.

Work Experience:

see above

Physical:

Must be able to communicate in person and by phone with customers and work in a seated position for long extended periods with a PC and keyboard.

Other :

Must have advanced intermediate in PC software, preferably MS Excel, MS Access, and MS Word.

This job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties. Any major modification of this job role requires Human Resources approval.

Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Other details

• Pay Type Hourly
• Required Education High School

Apply Now

initStaticMap(true); \n\nPRIMARY FUNCTION: \n\n\n \n\n\nThe Digital Onboarding Specialist will provide a coordinated and consistent approach in onboarding, deploying, and driving adoption of Caterpillar digital products and services to new customers. This position will enhance the customer experience by assisting customers in registering and fully utilizing all digital tools and resources offered by Gregory Poole and Caterpillar. The individual will be responsible for demonstrating the value of Caterpillar's digital platforms such as VisionLink, Parts.Cat.Com, Cat Central, and other mobile app offerings. Through collaboration with the Gregory Poole sales team, this individual will identify new customers and provide an explanation of the benefits of our digital offerings. \n\n\n \n\n\nESSENTIAL DUTIES: \n\n\n \n\n\nOnboarding Responsibilities \n\n\n \n\n\n\nLead execution of the digital on-boarding strategy and ongoing customer support of digital tools and applications \nLiaison between Product Support and Sales Department for customer onboarding after machine sale \nResponsible for onboarding customers on all Gregory Poole & CAT digital platforms \nCollect key customer end-user information for online username creation \nConfirm onboarding steps are completed within 10 days of machine delivery \nPerform customer follow-up on a regular cadence to evaluate engagement with digital products \nDevelop and monitor monthly reports to monitor customer onboarding success \nProvide support to Ecommerce Parts Reps and The E-commerce Manager \nAdministers customer set-ups and back-end associations using CAT online tools when necessary \nOversee subscription creations for all recent equipment sales purchases to satisfy Digital Program targets \nEstablishes professional customer relationships with appropriate customer personnel \nIntroduce customers to assigned aftermarket representatives within Gregory Poole as applicable \nMaintain company and product confidentiality \nAdhere to all Gregory Poole Equipment Company values including living out or vision, mission, and safety culture \nOther job duties as assigned \n\n\n\n\n\n \n\n\nCustomer Support Responsibilities \n\n\n \n\n\n\nEngage with customers on how to use and perform specific actions in all Cat Digital Applications \nTier II support (Online & Local) for Cat Customer Care for troubleshooting technical issues \nSupport online sales growth through outbound customer calls \nFollow up with customer inquiries regarding password resets, billing, warranty and CVA's, directing requests to necessary departments \n\n\n\n \n\n\n \n\n\nUNIQUE DEPT. DUTIES \n\n\n \n\n\nMakes full use of the variety of information available, including SISWeb, Numerical Parts Record, and other reference media. \n\n\n \n\n\nMINIMUM REQUIREMENTS: \n\n\n\n \n\n\nEducation: \n\n\nAssociate's degree from an accredited college or university in a related field; three to five years of related experience and/or training; or an equivalent combination of education and experience. \n\n\n \n\n\nWork Experience: \n\n\nsee above \n\n\n \n\n\nPhysical: \n\n\nMust be able to communicate in person and by phone with customers and work in a seated position for long extended periods with a PC and keyboard. \n\n\n \n\n\nOther: \n\n\nMust have advanced intermediate in PC software, preferably MS Excel, MS Access, and MS Word. \n\n\n \n\n\nThis job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties. Any major modification of this job role requires Human Resources approval. \n