What are the responsibilities and job description for the Specialist eCommerce position at Boyd CAT?
DESCRIPTION:
A big reason why Boyd CAT has been able to thrive for over a combined 150 years is our people. Each day, our team strives to adhere to the core values of safety, enthusiasm, respect, velocity, integrity, commitment, and excellence that have sustained our company through the decades. Our focus is to hire the most qualified applicants, provide them with the tools and training they need to succeed, and support them throughout their careers.
The primary focus of the eCommerce Specialist 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) and Visionlink which includes registration, account creation in AX & CAT sites, verification, follow-up communication via email and phone
- Maintain a steady call volume to ensure promotions are reaching customers, and all Digital Onboarding criteria are met.
- Handle training for new or existing customers, PSRs, ISRs, 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
- Occasionally monitors or reports on PCC Performance and works with internal IT teams to ensure compatibility
- Communicate with developers for feedback as needed
- Handles promotional codes, marketing programs and ensures implementation and pricing accuracy for those marketing programs when onboarding customers.
- 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 in excel, Caterpillar Insights Hub, and other digital platforms to track, measure, and share reports on success rates and trends while finding additional improvement opportunities.
- Work with Parts Managers & PSRs to analyze order issues and make recommendations on customer ordering process
- 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
BENEFITS:
- Full-Time W2 Employee with bonus potential
- Full benefits including Medical, Dental, Vision, Disability, and Life Insurance
- Wellness Program
- Flexible, hybrid work environment
- Paid time off
- 401(k) savings with Company Match
