Carolina Cat - Sales Onboarding Coordinator

Carolina CAT - Construction•Charlotte, NC

About The Position

The Sales Operations Onboarding Coordinator serves as a trusted partner to the sales organization by coordinating customer and equipment onboarding processes associated with new machine sales. The role supports post-sale system enrollments, customer account setup, digital authorization, equipment registrations, Customer Value Agreements (CVAs), and customer access to Caterpillar and dealer digital applications. It 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 meet established requirements and targets. The coordinator works with Sales Operations, Sales Representatives, Service, Customer Marketing, and IT to create an efficient, consistent onboarding experience, and contributes to the Customer-Order-To-Invoice (COTI) Sales Operations process. The position maintains information across multiple systems, tracks and reports onboarding activity, supports customer and sales-team questions, and completes other Sales Operations responsibilities as business needs require. This job has no supervisory responsibilities.

Requirements

High school diploma or GED required.
Strong organizational skills and attention to detail.
Strong written and verbal communication skills.
Ability to collaborate effectively with cross-functional teams, customers, vendors, and other business partners.
Strong analytical skills, including 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 when supporting internal sales teams and external customers.
Ability to independently follow issues through resolution while involving appropriate internal or external resources as needed.
Proficiency with Microsoft Office, particularly Excel.
Proficiency with Dealer Business System (DBS).
Proficiency with Caterpillar digital and enrollment systems.
Proficiency with CRM applications.

Nice To Haves

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.

Responsibilities

Maintain machine-delivery and customer information in the Customer Onboarding Tracker.
Confirm customers have a Caterpillar Customer ID (CCID) and establish new CCIDs when needed.
Maintain accurate customer and machine information, including customer name, DCN, CCID, serial number, and machine shipping date.
Verify completion of required digital authorizations and coordinate additional action with the appropriate team.
Monitor onboarding activity, timelines, requirements, and targets; communicate needed actions to sales representatives.
Generate and manage customer lists from multiple data sources to validate onboarding activity against Caterpillar metrics.
Monitor and update customer information in CRM systems.
Oversee onboarding activities associated with customer registration for CWS.
Manage customer requests for access to dealer and Caterpillar digital applications.
Assist customers and sales representatives with digital-application issues 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 against Carolina Cat KPI targets.
Update machine ownership information in Caterpillar systems and communicate required changes to appropriate external suppliers.
Work with the CVA team to enroll machines in Customer Value Agreements across EMT, Foresight, and DBS.
Own and distribute the CVA Tracker to the CVA Team weekly, highlighting pertinent enrollment information.
Enroll Travel Time & Mileage in DBS for applicable new-machine sales.
Assist Accounting with enrollment-related DBS questions during month-end close.
Maintain data accuracy and follow through across systems, processes, and customer records.
Communicate with sales teams and other stakeholders by email, phone, text, and face-to-face interactions in accordance with customer care standards.
Perform additional Sales Operations responsibilities based on business needs.