Customer Onboarding Specialist

Would you like to be part of a focused, dedicated team? Do you want to work and grow with other motivated, ambitious people?

Wagner Equipment Co. offers challenging career opportunities, extensive training and employee development along with an opportunity to grow your career and thrive under Wagner’s reputation for excellence. We offer excellent benefits and supply you with the tools you need to maximize your potential and grow within Wagner.

Benefits include:

• Paid Time Off (PTO) Plan - Up to 96 hours of PTO in your first year 8 company paid holidays
• Medical, dental, and vision insurance 
• Life and AD&D Insurance
• Retirement Plans -  401K and Roth 401K , eligible employees can receive a company contribution up to 7%
• Tuition Reimbursement 
• Employee Assistance Program (EAP)
• CEFCU- Citizens Equity First Credit Union - Employees have access to services include payroll deductions savings, accounts, loans, VISA card, and more.
• Additional Benefits include: Unum Supplemental life Insurance, Aflac Critical Illness Accidental Insurance, ID WatchDog and discounted employee phone plans.

 Wagner has been selling and renting quality CAT machines used in heavy construction, building construction, mining, waste handling, paving, municipal and governmental applications, forestry and more. With locations in Colorado, New Mexico, and far west Texas, we are a CAT equipment dealer that prioritizes customer service while boasting a vast inventory to make sure our customers get the equipment, parts, and repair service they need.

Wagner Equipment Company is seeking a motivated and experienced Customer Onboarding Specialist to join our sales team. If you are selected for this role, you will be responsible for onboarding new customers to Wagner Equipment and the Caterpillar digital platforms to ensure customers effectively use the available digital tools for operational success.  The Customer Onboarding Specialist will train new and existing customers on Parts.Cat.com, Vision Link, Cat card and any additional digital solutions to support their operations and drive ease of doing business with Wagner, leading to improved customer satisfaction and retention. 

Additionally, the specialist will collaborate with internal teams to refine onboarding processes, assist with customer connectivity, and support the broader Customer Experience (CX) team by acting as a CX expert.   The onboarding specialist will be available to assist with any and all other Customer Experience duties and support the CX manager – driving a customer-centric culture within the organization.  This position reports to Kestly Miller, the Customer Experience Manager. 

Pay Range:  $56,000.00 - $73,000.00 Annually
Pay range is dependent upon education & experience. 

ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Guide customers through the onboarding process, ensuring smooth introductions to Wagner Equipment, its products, and digital solutions.
• Conduct training sessions for customers and sales teams, educating them on the use of PCC, VisionLink, Cat Card, and other digital tools.
• Monitor customer usage and engagement with digital platforms, providing actionable insights to optimize their experience and ensure continued success.
• Act as a customer advocate within the organization, ensuring their feedback informs product and service improvements.
• Build and maintain strong relationships with customers and internal teams to understand customer needs and promote long-term success.
• Oversee the onboarding process, including customer registration, account setup, and ensuring customers have access to necessary tools.
• Collaborate with internal teams to troubleshoot and resolve any issues related to digital solutions.
• Long term: Engage in customer site visits to promote additional services, drive parts and service growth, and further strengthen customer relationships.
• Other duties as assigned by manager. 

Basic Requirements:

• Must be legally authorized to work in the United States on a full-time basis for anyone other than current employer
• 3 years of experience in customer success, onboarding, or related roles.
• Proficient in using systems and software, including Office 365, CRM platforms, and other customer success tools.
• Strong communication and interpersonal skills, with a proven ability to engage and educate customers.
• Excellent problem-solving skills and a proactive, solution-oriented approach.
• Experience working with CRM software and customer success tools
• Strong communication skills, both verbal and written, including the ability to deliver clear, concise training and presentations.
• Commitment to safety, adhering to the company’s “Safety begins with me” culture.
• Willing and able (with or without reasonable accommodation) to travel up to 50% (local day trips 30%; overnight 20%).

Preferred Qualifications:

• Bachelor’s degree in Business, Marketing, or a related field
• Customer-focused mindset with a passion for delivering exceptional, consistent service.
• Ability to multitask and stay organized, managing multiple customer onboarding processes simultaneously.
• Sales and marketing skills to creatively reach prospects, identify key decision-makers, and overcome objections.
• Excellent problem-solving skills and a proactive approach to customer issues and needs.
• Ability to work collaboratively and build positive relationships across teams and departments.
• Strong presentation skills, comfortable with both virtual and in-person presentations.
• Accountability in owning tasks and resolving issues.

Physical Demands & Competencies:

• Standing, walking, talking, sitting, use of hands & hearing
• Data Entry, telephone, reading/writing, reasoning, organizational, communication & math skills
• Safety & Product Knowledge
• Physical Requirements: Ability to lift 45 pounds and ability to wear PPE when required.

Other Duties:

Job Offers are contingent upon all required pre-employment screenings which may include but are not limited to background checks, drug/alcohol testing, fit for duty testing, and any other job-related tests/screenings.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently.  

Wagner Equipment Co. is an EEO/AA/Veterans/Disabled employer.

Salary : $56,000 - $73,000