Digital Onboarding Specialist

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 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.     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 customers 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 calls  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.