Onboarding Specialist

3 months ago

Vaughan, Canada Toromont Cat Full time

This newly created role will play a key role in welcoming new, and in some cases, existing customers to the portfolio of value-added services that Toromont Cat offers the market. This is a customer facing role that will engage with customers daily over the phone and in person.

The Onboarding Specialist will ensure that we have customers signed up for applications such as Cat Central and Vision Link, enrolled with Caterpillar Finance through the Cat Card program, as well as ensuring documents related to digital authorizations, consent and privacy are signed and maintained. The applications will vary from Construction to Power Systems to Mining.

The Onboarding Specialist will work together with our Sales Teams to ensure the highest level of customer experience across all verticals, Construction, Power Systems and Mining. Onboarding customers will play a key role in supporting the value proposition of Toromont Cat and Caterpillar.

The onboarding process will help ensure we start with a solid customer experience foundation and build a long-term relationship with our customers.

As an Onboarding Specialist, YOU will experience:

Working within one of the safest organizations in the industry where your safety and well-being are our most important priority Working for the best-in-class equipment dealer and with the premium Caterpillar brand Opportunities to continuously Learn, Grow and Develop with our Toromont team through our internal Training teams that are geared for your success Competitive total rewards including: wages, benefits, and premiums (as eligible)

In a typical day, YOU will:

Connect with all new customers to Toromont Cat to ensure that we have accurate influencer data including name, title, role, business email, phone number, language preference and that they are aware of and registered on the value-added solutions we provide including TConnect, THub, Cat Central and Vision Link from the outset. Also ensure customers have signed the digital authorization (DAT), marketing consent and appropriate privacy statements.
The Onboarding Specialist and corresponding Sales Rep will be accountable for the completion of the “Onboarding Activities’ within the targeted time frame. Ensure reporting within our CRM is up to date to ensure we can track progress against targets and that we can effectively communicate with our customers in the future. Develop onboarding scripts:
• Develop and evolve onboarding scripts for varying customer scenarios.
• Work with process owners and IT services to optimize and automate customer onboarding processes.
• Identify key metrics to measure effectiveness of onboarding process. Maintain and report out on customer feedback on the applications and process to ensure we continually tweak the program to meet our customers’ needs.

Must-haves for this role:

Preferably a College Diploma in Information Technology/Marketing/General Business Strong interpersonal skills and customer focus. Clear and concise communications skills. Convincing, approachable communications skills. Strong inclination to roll-up sleeves and get things done Familiarity with mobile/digital/eCommerce solutions. Structured approach to problem solving and issue resolution. Ability to identify critical path tasks and prioritize most relevant actions and deliverables. 2+ years in Contact Center / Customer Support roles is an asset.

About Toromont Cat

With over 4,000 employees and 56 locations from Manitoba to Newfoundland, Toromont Cat has a proven track record, industry knowledge, dealership infrastructure, and service mindset to ensure our Construction, Mining, and Power Generation customers succeed. At Toromont Cat, work is built around people's strengths, our products, technology and an outstanding customer experience and through our strong partnership with Caterpillar ™, Toromont Cat takes care of our employees who take care of our customers When you join our team, you become a member of the Toromont family. Your success is our success

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