Carolina Cat - Sales Onboarding Coordinator

Weisiger Group•Charlotte, NC

About The Position

The Sales Operations Onboarding Coordinator supports the sales organization with customer and equipment onboarding after new machine sales. The role coordinates system enrollments, customer account setup, digital authorizations, equipment registrations, Customer Value Agreements (CVAs), and customer access to Caterpillar and dealer digital applications. It 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 onboarding requirements and targets. The coordinator works with Sales Operations, Sales Representatives, Service, Customer Marketing, and IT to provide an efficient and consistent onboarding experience, and contributes to the Customer-Order-To-Invoice (COTI) Sales Operations process. The position maintains onboarding records and trackers, validates customer and machine information, monitors completion timelines and KPIs, supports customer and sales-team use of digital applications, and coordinates enrollment work across multiple systems. It also supports CVA enrollment, machine ownership updates, travel-time and mileage enrollment, and Accounting questions during month-end close. The role 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 and engage appropriate internal or external resources.
Proficiency with Microsoft Office, particularly Excel.
Proficiency with Dealer Business System (DBS), Caterpillar digital and enrollment systems, and CRM applications.

Nice To Haves

One to three years of customer support, sales support, training, administrative, or related experience.
Experience supporting sales, equipment, customer onboarding, or operational processes.

Responsibilities

Maintain machine-delivery and customer information in the Customer Onboarding Tracker.
Confirm customers have a Caterpillar Customer ID (CCID) and establish new CCIDs as needed.
Maintain accurate customer and machine information, including customer name, DCN, CCID, serial number, and machine shipping date.
Verify required digital authorizations and coordinate additional action with the appropriate team.
Monitor onboarding activity, track requirements and targets against expected timeframes, and communicate actions needed to sales representatives.
Generate customer lists from multiple data sources and validate onboarding activity against Caterpillar metrics.
Monitor and update customer information in CRM systems.
Oversee customer registration activities for CWS and 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 using 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 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 DBS enrollment questions during the month-end close process.
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 interaction while following customer care standards.
Perform additional Sales Operations responsibilities based on business needs.