Onboarding Specialist

Altorfer - Addison, IL

Full-time

Addison, IL

Machinery Manufacturing

About the position

The Onboarding Specialist at Altorfer Industries Inc. plays 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 various digital platforms. The Onboarding Specialist will work closely with the Sales Department, specifically with Product Support Sales Representatives (PSSR's) and Marketing Sales Representatives (MSR's), to deliver solutions that enhance client satisfaction and engagement with our digital offerings. In this role, the Onboarding Specialist will be responsible for onboarding customers across all digital platforms, including but not limited to PCC, MCC, The New Vision Link, and Cat Inspect. This involves 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 ensure proper subscription of machines with Product Link. It is essential that these steps are completed within ten days of machine delivery to maintain operational efficiency and customer satisfaction. Additionally, the Onboarding Specialist will perform follow-ups with customers to ensure they are actively engaged with the digital products. Monthly reports will be generated to monitor the success of customer onboarding initiatives, providing valuable insights into areas for improvement. The role also includes providing support to the Manager on the Digital Excellence Program and administering the Dealer Maintenance Tool (DMT). Furthermore, the Onboarding Specialist will provide TIER II support for Cat Customer Care, both in-app and locally, establishing professional relationships with appropriate customer personnel to foster a positive onboarding experience. Other job duties may be assigned as needed to support the overall objectives of the department.

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 Altorfer TIER II support (In App & Local) for Cat Customer Care.
• Establish professional customer relationships with appropriate customer personnel.

Requirements

• Experience in customer service or onboarding roles, preferably in a digital environment.
• Strong communication skills to liaise effectively between departments and with customers.
• Ability to manage multiple tasks and prioritize effectively to meet deadlines.
• Proficiency in using digital platforms and tools related to customer onboarding.
• Analytical skills to generate reports and monitor onboarding success.

Nice-to-haves

• Familiarity with Cat digital products and services.
• Experience in a sales support role or similar position.
• Knowledge of eCommerce support practices.