Hybrid Coordinator - Customer Digital Onboarding bei MacAllister Machinery

Description

Position Summary

The Digital Onboarding Coordinator ensures a consistent and timely onboarding experience for all customers by collaborating with Sales Teams to identify digital support needs. This role delivers the appropriate tools, resources, and guidance to internal teams, enabling seamless customer adoption of digital platforms and alignment with CAT and MacAllister onboarding standards.

Position Duties/Responsibilities

Primary Responsibilities:

• Implementing customer onboarding strategies for both new and existing customers to align with business objectives
• Scheduling and coordinating onsite visits between sales teams and customers to encourage the use of digital applications which lead to parts and service growth
• Recording customer requests, visits, and follow-ups in the CRM system
• Handling customer access requests for dealer and OEM digital applications
• Facilitating training of MacAllister and CAT digital apps with customers and application specialists
• Provides assistance to customers encountering challenges with dealer or OEM digital applications and escalate complex issues to product experts when necessary
• Overseeing onboarding processes to ensure customer registration for CWS
• Preparing weekly reports on customer onboarding activities and performance, reviewing findings with senior leadership, and recommending strategies for improvement
• Collaborating with relevant teams to optimize customer onboarding and simplify interactions with MacAllister Machinery
• Providing support for the CAT Excellence Programs as required
• Performing additional duties as assigned

Supervisory Responsibilities:

• No formal responsibility for supervising others

Position Requirements

Required:

• High School Diploma or GED
• 2 years or more of experience working in a sales support or other relevant customer service role

Preferred:

• Associate or Bachelor’s degree in a business-related field (Business Administration, Project Management, etc.)
• 4 years or more of experience of office management/sales administrative responsibilities

Knowledge, Skills, and Abilities

The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Excellent communication skills, including verbal, written, listening and non-verbal skills.
• Strong multitasking abilities, detail orientated and self-motivated
• Strong computer skills experience with MS Office (Outlook, Word, Excel, and PowerPoint), and the ability to learn CAT and MacAllister systems
• Excellent customer service skills with a solid understanding of price, quality, and turnaround; practicing and maintaining mutual expectations with customers on all three
• Ability to build and maintain effective customer and professional relationships through strong interpersonal skills with emphasis on relationship-building and consistent demonstration of solid professional judgement
• Analytical skills to report KPIs and identify trends and challenges, using data to drive actionable customer-focused insights.
• 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

Other Requirements of Position

• Works under general supervision. Employee may act independently for reoccurring assignments, but supervision is readily available for unfamiliar situations or problems.
• Major responsibilities typically require creativity and latitude. Employee typically operates with specific objectives but often few written or unwritten procedures as guidelines.  Some policies or precedents for action exist.
• No formal responsibility for supervising others.
• Frequently communicate with coworkers and customers. Regularly communicate with supervisor.

The duties and responsibilities outlined in this posting are not exhaustive and may evolve based on business needs. All MacAllister Machinery companies are an Equal Employment Opportunity Employer, including Disabled and Veteran applicants.