Specialist eCommerce Job at Boyd CAT in Louisville

Apprentice Technician Energy & Transportation

Belle
Apprentice Technician Energy & Transportation

Parkersburg
Apprentice Technician Energy & Transportation

Nitro
Apprentice Technician Energy & Transportation

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
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

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