Customer Onboarding Specialist

Join the Carolina Cat Team

As a family-owned company under our third generation of leadership, we have built our business based on the principles of trust, integrity, and a desire to help our customers and employees succeed.

Since 1926, we've supported our communities by supplying equipment for critical infrastructure and commerce and by donating our time and resources to area nonprofits. We make smart investments in our company and continuously improve as part of our vision to be a trailblazing company that's built to last.

We're looking for hard-working, team-oriented professionals who enjoy working on new challenges every day. We believe our employees are the key to our success, and we're committed to providing a work experience that helps our team grow to their full potential.

Collectively, our employees work together to make a difference for our customers, our communities, and our company. Learn more about what it means to become a team member with Carolina Cat.

Summary

At Carolina Cat, we are a trailblazing organization that is built to last. We strive to be a diverse and inclusive organization where everyone feels welcome, and our differences are valued as competitive advantages. Trust is our bottom line and we're proud to serve our employees as a partner in their success.

At Carolina Cat, we make smart investments in our company and that starts with our people. The Customer Experience team plays a key strategic role in delivering business results and premium customer experiences. That is why we are looking for a Customer Onboarding Specialist who will be responsible for delivering a world-class experience through educating and training our customers on their equipment and associated Caterpillar digital applications. In this role, you will collaborate effectively across departments and with our OEM to promote customer experience and drive ease of doing business with Carolina Cat.

As the Customer Onboarding Specialist, you will champion the customer adoption of dealer and OEM digital applications, e-commerce, and machine connectivity. You will be the "trusted partner" and single point of contact to support customers as they begin the ownership journey of their machine. You will provide warm handoffs to Service, Parts, Sales, Professional Services, Rental and other associated teams.

You will have the opportunity to recommend and create an unmatched customer onboarding experience based on a strong understanding of customer experience. You have a strategic mindset and will act as a thought partner to the business in providing onboarding insights based on analytics, customer feedback and industry best practices.

You will be responsible for driving results to achieve all requirements and targets under Caterpillar's Dealer Standardized Process for Customer Onboarding. You will create a weekly reporting cadence to ensure that you are achieving targets and providing leadership with visibility.

Most of all, you are an empathetic individual with a creative mindset who has delivering a premium customer experience as your guidepost. This is a field-based role.

Essential Functions

• Developing and executing a customer onboarding strategy for new and existing customers in alignment with overall business goals.
• Scheduling and managing onsite visits with customers and marketing all relevant services to customers to drive digital applications, parts and services growth for a superior owner experience.
• Educate and train customers / sales teams on PCC, CAT Central, QR Codes, CAT Inspect, SIS2GO, Vision Link and other digital solutions.
• Tracking customer requests/visits and follow ups in CRM system.
• Managing customer requests for access to dealer and OEM digital applications.
• Supporting customers that have issues with dealer or OEM digital applications.
• Manage requests from CAT Digital for support issues.
• Oversee onboarding process to ensure customer registration for CWS.
• Connecting customers with the appropriate parts, service, rental, professional services and other teams to create lasting relationships.
• Generating weekly reports on customer onboarding activity and performance, discussing the findings with senior leadership, and proposing new strategies to improve results.
• Coordinating with appropriate teams to enhance customer onboarding to ensure ease of doing business with Carolina Cat.
• Helping identify and troubleshoot UI and UX problems based on customer feedback, analytics, and business objectives.
• Staying up to date with the latest developments in customer experience best practices.
• Other duties as assigned.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Qualifications

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, skill, and/or ability required. Reasonable accommodations may be made to enable qualifying individuals to perform the essential functions.

Education and/or Experience

• High school diploma or general education degree (GED); one to three years of customer support, training, or sales experience.
• Deep understanding of customer experience.
• Must be willing to travel to customer sites located within the dealership territory.
• Experience with dealer and OEM digital applications preferred.

Skills and Abilities

• Exceptional written, oral and presentation skills, especially strong phone prospecting skills.
• Ability to work closely with cross-functional teams, including Marketing, IT, Sales, Parts and Service.
• Analytical skills to report KPIs and identify trends and challenges, using data to drive actionable customer-focused insights.
• A high level of attention to detail and good organizational skills.
• Able to interpret business needs into customer onboarding opportunities.
• Must be passionate about customer experience and demonstrate a willingness to stay up to date with an ever-changing list of best practices, new technologies and new ideas.

Computer Skills

Successful candidate will be proficient in Microsoft Office, Smartsheets, and Project Management Applications (Wrike). Prior experience using CRM tools (Salesforce) is a plus, but not required.

Certificates, Licenses, Registrations

A driver's license and clean DMV report

Language Skills

English, Spanish is a plus, but not required

Workplace Requirements

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee must frequently lift, carry, push, pull and /or otherwise move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

While performing the duties of this Job, depending on site location, the employee may be exposed to moving mechanical parts and equipment. The employee may occasionally be exposed to high, precarious places, fumes or airborne particles; outside weather conditions and vibration. The employee may occasionally be exposed to wet and/or humid conditions; toxic or caustic chemicals; extreme cold; extreme heat and risk of electrical shock. The noise level in some work environments is occasionally loud.

We are an Equal Opportunity Employer

We require all employees to treat all our employees and candidates as equals. All personnel actions are conducted in the spirit of equal employment. We're committed to recruit, train, promote and retain associates without regard to race, color, religion, gender, gender identification and expression, national origin, marital status, age, disability, genetic information, military status, sexual orientation or any other characteristic protected by applicable local, state or federal laws.

#CarolinaCAT

EEO/AA Employer. All qualified individuals - including minorities, females, veterans and individuals with disabilities - are encouraged to apply.