This position is responsible for providing the essential onboarding and adoption of the various Digital Applications to Western States Equipment Company's customers at the point of sale or aftermarket. Contact will be made through both direct and indirect channels to establish partnerships with our customers that ensure a world class customer experience at every interaction. The Digital Onboarding Specialist will use a value-added approach, by showcasing, facilitating, and supporting our customers with the setup of the Digital applications that Western States and Caterpillar offer allowing our customers to maximize their return by investing in the Caterpillar product line.

SUCCESS AT WESTERN STATES: Western State's culture is based on passion for our Vision, Mission, and VALUES. We are fiercely committed to SAFETY and sending every employee, safely home, every day. We strive for EXCELLENCE in all we do and are proud to be a "play to win" organization. We act with INTEGRITY in each and every decision we make. Our People and TEAMWORK drive a fun and engaging culture. We are ACCOUNTABLE as individuals and as an organization.

ESSENTIAL FUNCTIONS:

Safety

• Actively cares, promotes, manages, and advocates safety at Western States. As a leader and team member in the organization, it is critical to ensure all employees, vendors, and clients have a safe work environment while adhering to all applicable safety policies, procedures, and standards.
• Maintains clean/clutter free personal work areas to ensure safe environments for all WSECO employees.
• Adhering to required personal protective equipment (PPE) as identified in safety policy.

Digital Application

• Promotes all aspects of the Dealership Digital Applications which include but are not limited to VisionLink, Parts.Cat.Com (PCC), Cat Inspect, SIS in addition to our CRS Rental APP.
• Responsible for growing Digital Application adoption for both new and existing customers while also ensuring customers stay engaged with the Digital Applications.
• Utilizes the ERP to proactively manage leads to ensure onboarding of customers is completed in an expedited manner.
• Utilizes the ERP to document customer information, leads, activities, problems/issues, resolutions, and sales transactions cross departmentally.
• Helps successfully implement the Digital Applications for all customers.
• Adheres too and develops metrics to understand if the implementation was successful.
• Assists in the development of onboarding and training curriculum for Digital Application implementation

Sales Strategies, Training and Customer Service

• Handles and promptly addresses customer inquiries about the product implementation.
• Provides necessary support and training to internal teams regarding the Digital Applications.
• Employs sales tactics and strategies to sell the capabilities of Western States Equipment Company to existing and potential customers.
• Qualifies leads and prospects effectively and efficiently to determine the proper channels and progression.
• Actively collaborates with Product Support Marketing, Product Support Sales, General Line Sales, Cat Rental Store and Worksite Solutions to provide support and alignment with our Digital Applications
• Works closely with leadership to ensure eCommerce standards and processes are being met. Also provides value added suggestions to increase eCommerce engagement based off customer feedback.
• Promotes and manages marketing campaigns designed to drive focus towards Digital Applications.
• Conveys customer expectations to internal employees to exceed the expected customer experience.
• Adheres to all customer care standards.
• Actively cares and advocates safety at Western States. Adhere to all applicable safety policies, procedures, and standards.
• May accomplish training and serve as a team member in support of Western States' strategic programs, projects, and initiatives.
• Works within to promote corporate vision, mission, and values of the organization.
• Performs other duties as assigned.

KNOWLEDGE SKILLS AND ABILITIES:

• Possesses the basic technical skills necessary to understand the scope of work and high-level processes.
• Ability to comprehend, capture and interpret customer and equipment information.
• Basic computer skills, proficient use of Microsoft Office applications, customer relationship management, and work management software.
• Must be able to work independently without supervision.
• Work well under pressure with the ability to set and manage multiple priorities and adapt to changing demands of the work environment.
• Strategic thinking with exceptional follow through and coordination abilities.
• Ability to build rapport to develop and maintain effective working relationships with internal and external customers resulting in loyalty.
• Must be an excellent collaborator, listener, and team player working well between all departments.
• Must be inherently curious and can ask insightful questions of others.
• Consistent attendance.

EDUCATION AND EXPERIENCE:

• Proof of high school diploma or General Education Degree (GED)
• Minimum of 6 months in heavy equipment or comparable industry experience preferred.
• Valid driver's license and acceptable driving record required.
• Must be able to communicate (speak, read, comprehend, write in English) bilingual preferred.

PHYSICAL CHARACTERISTICS:

• Must be able to sit for long periods of time along with walking, standing, climbing stairs, reaching pushing, pulling, leaning and twisting.
• Able to lift up to 50 lbs in accordance with Western States' Lifting Safe Work Practice to include amount and approach.
• Must be able to meet all safety requirements for applicable safety policies.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. It is not intended be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification.