Onboarding Specialist

Altorfer Cat - Addison, IL

Full-time - Mid Level

Addison, IL

Rental and Leasing Services

About the position

The Onboarding Specialist at Altorfer CAT will play a crucial role in ensuring a seamless onboarding experience for customers utilizing our digital products and services. This position is designed to provide a coordinated and consistent approach to onboarding, deploying, and driving the adoption of these digital solutions. The Onboarding Specialist will work closely with the Sales Department, specifically with Product Support Sales Representatives (PSSR's) and Machine Sales Representatives (MSR's), to deliver solutions that enhance client satisfaction through our various digital platforms. In this role, the Onboarding Specialist will be responsible for facilitating the onboarding process for customers after the delivery of their machines. This includes liaising between Product Support and the Sales Department to ensure that customers are effectively onboarded onto all digital platforms, such as the Product Control Center (PCC), Machine Control Center (MCC), The New Vision Link, and Cat Inspect. The Specialist will also be tasked with obtaining customer consent for the Cat Digital Policy and collecting necessary end-user information to create Customer Web Services (CWS), User Customer ID (UCID), and Dealer Customer Number (DCN) to properly subscribe machines with Product Link. It is essential that these steps are completed within ten days of machine delivery. Additionally, the Onboarding Specialist will perform follow-ups with customers to ensure they are engaged with the digital products and will generate monthly reports to monitor the success of customer onboarding. The role also includes providing support to the Manager on the Digital Excellence Program and administering the Dealer Maintenance Tool (DMT). The Specialist will provide Tier II support for Cat Customer Care, both in-app and locally, establishing professional relationships with appropriate customer personnel. Other job duties may be assigned as necessary.

Responsibilities

• Liaison between Product Support and Sales Department for customer onboarding after machine delivery.
• Responsible for onboarding customers on all digital platforms (PCC, MCC, The New Vision Link, Cat Inspect).
• Obtain customer consent of Cat Digital Policy.
• Collect customer digital platform end user information to create CWS, UCID, DCN to properly subscribe machines with Product Link.
• Ensure the last three steps are completed before 10 days of machine delivery.
• Perform customer follow-up to ensure engagement with digital products.
• Generate monthly reports to monitor customer onboarding success.
• Provide support to Manager on the Digital Excellence Program.
• Administer Dealer Maintenance Tool (DMT).
• Provide Tier II support for Cat Customer Care, both in-app and locally.
• Establish professional customer relationships with appropriate customer personnel.

Requirements

• Mid-level experience in customer onboarding or related field.
• Strong communication skills to liaise between departments and with customers.
• Ability to manage multiple onboarding processes simultaneously.
• Familiarity with digital platforms and eCommerce support.
• Proficient in generating reports and monitoring success metrics.

Nice-to-haves

• Experience with Cat digital products and services.
• Knowledge of customer relationship management (CRM) tools.
• Previous experience in a sales support role.