Specialist eCommerce

DESCRIPTION

The primary focus of this position is designed to be the first point of contact for Parts.

CAT.com customers. The eCommerce Specialist will focus on onboarding new customers and troubleshooting technical issues. This role involves training customers and Product Support Representatives (PSR), testing new features in AX Prod/QA environments, implementing potential marketing programs, and looking for new opportunities that help grow our Parts.

CAT.com (PCC) customer base.

REQUIREMENTS

Travel to branches or other locations as required to perform assigned duties Maintain a valid motor vehicle operators' license Maintain a high degree of discretion in handling confidential/sensitive information and exercise initiative in all assigned areas, high integrity and accountability standards Assist work team to meet the objectives of the department and the Company Ability to communicate effectively in spoken and written English to team members and customers Project Management Skills and Experience - worked on and managed projects before Willingness to learn and be trained/attend related trainings Excellent interpersonal skills, and written and verbal communication skills Highly self-directed Ability to work independently or in a team environment with rapidly changing priorities and demands Good working knowledge of computers, spreadsheets and word processing - must be able to use Microsoft Word, PowerPoint, etc.

ESSENTIAL FUNCTIONS

Onboard new user on Parts.

CAT.com (PCC) which includes registration, account creation in

AX & CAT

sites, verification, follow-up communication, and UCID creation Handles training for new or existing customers, PSRs and other roles. Contributes to Digital Services Update Call Acts as main point of contact for customer issues in PCC involving de-escalation tactics, troubleshooting, technical issues and working to create support tickets with CAT Digital contacts Tests new features in AX and PCC test environments to ensure functionality Monitors PCC Performance and works with internal IT teams to ensure compatibility Communicate with XAPT/Biztup & other developers for feedback Handles promotional codes, marketing programs and ensures implementation and pricing accuracy for those marketing programs Runs and reviews reports to identify PCC sales opportunities and potential CAT IP customers, run retention reports to retain existing ecommerce customers Credit problematic orders while looking for potential operational efficiency improvements (i.e. reviewing unprocessed orders and other parts SOPs) Work with Parts Managers & PSRs to analyze order issues and make recommendations on customer ordering process Register new machine via Product Link Registration (PL Reg) email inbox Submit remote flash tickets to CAT for troubleshooting request via PL Reg Updates machine hours based on PL Reg inbox requests Bills for Product Link Subscriptions Monitors for and communicate subscription changes to all involved parties, including customers & Sales Representatives Setup, configures and automate reports, users and other information for specific customers and sales representatives in Visionlink Provides quotes and compatible Product Link device information to customers & PSRs wanting to upgrade, maintain or administer changes to their current connected asset fleet. Reviews service letters from CAT to determine accurate quotes Maintain digital authorization metrics as needed, confirming customer have signed agreement in place before connecting new Product Link devices Complete review of machine sales document by completing UCIDs, data authorization check, CAT connect page Create and maintain good communications with other Company departments and branches Maintain good customer relations through addressing customer concerns and quickly resolving customer complaints Communicate both verbally and in writing to all levels of company management, Company customers, employees, and outside vendors Follow all work, safety rules, and procedures Recommend to manager ideas to improve the departments operating procedures or business practices and participate in and support continuous improvement of all related activities and processes Project a positive image by interacting with fellow employees, customers, and management in a cooperative, supportive, and courteous manner; display a professional attitude; comply with company dress code Create and maintain good communications (verbally and in writing) and relationships with other Company departments, branches, employees, outside vendors, and customers by addressing and resolving concerns quickly Follow all work, safety rules, and procedures Perform other duties as necessary and assigned