Carolina Cat - Sales Onboarding Coordinator

Join the Carolina Cat Team

As a family-owned company under our fourth generation of leadership, we have built our business based on the principles of trust, integrity, and a desire to help our customers and employees succeed.

Since 1926, we've supported our communities by supplying equipment for critical infrastructure and commerce and by donating our time and resources to area nonprofits. We make smart investments in our company and continuously improve as part of our vision to be a trailblazing company that's built to last.

We're looking for hard-working, team-oriented professionals who enjoy working on new challenges every day. We believe our employees are the key to our success, and we're committed to providing a work experience that helps our team grow to their full potential.

Collectively, our employees work together to make a difference for our customers, our communities, and our company. Learn more about what it means to become a team member with Carolina Cat.

Summary

The Sales Operations Onboarding Coordinator serves as a trusted partner to the sales organization, supporting the customer and equipment onboarding processes associated with new machine sales.

This position coordinates post-sale system enrollments, customer account setup, digital authorization, equipment registrations, Customer Value Agreements (CVAs), and customer access to Caterpillar and dealer digital applications. The role also supports Caterpillar's Dealer Standardized Process for Equipment Management Onboarding by maintaining accurate customer and machine information, monitoring onboarding activity, and helping the sales team achieve established onboarding requirements and targets.

The coordinator works closely with internal teams including: Sales Operations, Sales Representatives, Service, Customer Marketing, and IT to create an efficient and consistent onboarding experience. The position is also a key contributor to the Customer-Order-To-Invoice (COTI) Sales Operations process.

Essential Functions

Customer Onboarding & Digital Support

• Maintain machine-delivery and customer information within the Customer Onboarding Tracker
• Confirm customers have a Caterpillar Customer ID (CCID) and establish new CCIDs as needed to support the customer onboarding process.
• Ensure required customer and machine information is accurately maintained, including customer name, DCN, CCID, serial number, and machine shipping date.
• Verify completion of required digital authorizations and coordinate with the appropriate team when additional action is needed.
• Monitor onboarding activity to ensure established requirements and targets are completed within expected timeframes and communicate needs to sales representatives for action.
• Generate and manage customer lists from multiple data sources to validate onboarding activity against Caterpillar metrics.
• Monitor and update customer information in CRM systems to maintain accurate customer data.
• Oversee onboarding activities associated with customer registration for CWS.
• Manage customer requests for access to dealer and Caterpillar digital applications.
• Assist customers or sales representatives with issues involving dealer or Caterpillar digital applications and coordinate support requests with Cat Digital when necessary.
• Educate and support the sales team on customer registration through the Caterpillar Customer Admin Tool and invite process.
• Track and report customer onboarding activity to ensure Carolina Cat is successfully hitting their KPI targets.

Sales Operations Onboarding Support

• Update machine ownership information within Caterpillar systems and communication required changes to appropriate external suppliers.
• Work closely with the CVA team to enroll machines in Customer Value Agreements across systems including EMT, Foresight, and DBS.
• Own and distribute the CVA Tracker to the CVA Team highlighting pertinent enrollment information on a weekly basis.
• Enroll Travel Time & Mileage in DBS for applicable new-machine sales.
• Assist Accounting with enrollment-related questions in DBS during the month-end close process.
• Maintain a high level of data accuracy and follow-through across multiple systems, processes, and customer records.
• Communicate with sales teams and other stakeholders through email, phone, text, and face-to-face interactions while adhering to established customer care standards.
• Perform additional Sales Operations responsibilities based on business needs.

Supervisory Responsibilities

This job has no supervisory responsibilities

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualifying individuals to perform the essential functions.

Education and/or Experience

• High school diploma or GED required.
• One to three years of customer support, sales support, training, administrative, or related experience preferred.
• Experience supporting sales, equipment, customer onboarding, or operational processes is a plus.

Knowledge, Skills and Abilities

• Strong organizational skills with a high level of attention to detail.
• Strong written and verbal communication skills.
• Ability to effectively collaborate with cross-functional teams, customers, vendors, and other business partners.
• Strong analytical skills with the ability to monitor KPIs, identify trends and challenges, and work with operational and financial information.
• Ability to manage multiple priorities and maintain accurate information across multiple systems.
• Strong customer-service mindset with the ability to support both internal sales teams and external customers.
• Ability to independently follow issues through resolution while engaging the appropriate internal or external resources when necessary.

Computer Skills

Successful candidates should be proficient with:

• Microsoft Office, particularly Excel.
• Dealer Business System (DBS).
• Caterpillar digital and enrollment systems.
• CRM applications.

Workplace Requirements

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee must frequently lift, carry, push, pull and /or otherwise move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

While performing the duties of this Job, depending on site location, the employee may be exposed to moving mechanical parts and equipment. The employee may occasionally be exposed to high, precarious places, fumes or airborne particles; outside weather conditions and vibration. The employee may occasionally be exposed to wet and/or humid conditions; toxic or caustic chemicals; extreme cold; extreme heat and risk of electrical shock. The noise level in some work environments is occasionally loud.

We are an Equal Opportunity Employer

We require all employees to treat all our employees and candidates as equals. All personnel actions are conducted in the spirit of equal employment. We're committed to recruit, train, promote and retain associates without regard to race, color, religion, gender, gender identification and expression, national origin, marital status, age, disability, genetic information, military status, sexual orientation or any other characteristic protected by applicable local, state or federal laws.

#CarolinaCAT

EEO/AA Employer. All qualified individuals are encouraged to apply.