eCustomer Support Representative

It's Your Time, Make It Matter

At Peterson, we partner with our customers to build the future. For over 85 years, our people's work has shaped the communities where we live, where we raise our families, and where we thrive. Peterson's legacy permeates every aspect of our communities. From roads and bridges, back-up power at hospitals, fire-fighting, concerts and moving goods; we are everywhere you look. At Peterson, you don't just have a career, you have a purpose.

Our family-oriented environment is built on safety, winning, growth, and professional achievement. Hiring and developing exceptional people is critical to our continued success. We have high standards for a good reason : our people represent Peterson, our family, our brand, and our values.

You have high expectations too. You are exceptionally motivated, have outstanding skills, and want your work to matter. Peterson offers competitive wages, generous benefits, and promotional opportunities at a family-owned and operated business. It's time to use your skills and passion to do work that matters!

Job Description

Peterson Cat has the immediate need for an eCustomer Support Representative based at our San Leandro, CA location.

This position serves as a vital link between Peterson and our valued customers. Responsibilities include sales activities for e-commerce offerings from Peterson to increase online parts revenue and line-item growth by enhancing e-customer support capabilities. Position is responsible for data measurement, achieving key metrics, monthly reports / tracking, and ongoing training support for customers and Product Support Sales Representatives. Also responsible for reaching out to customers, offering product support, and measuring / reporting progress. This position requires the eCustomer Support Representative to be away from the employer's place of business more than 50% of the time interacting with customers at their locations and / or job sites.

Essential Job Functions

The following reflects management's definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign the functions to this job at any time due to reasonable accommodation or other reasons. Job functions include the following. Other duties may be assigned.

• Promotes the sale and adoption of the full digital suite of customer tools from Caterpillar, including but not limited to Parts.Cat.com online purchasing platform, VisionLink service application, Condition Monitoring Services, Cat Digital, Cat Card, product QR Codes, SIS product subscriptions and Customer Value Agreements (CVA) for Peterson.
• Promotes the sale of Cat Electronic Technician (ET) software DPC Training and Peterson University Training courses.
• Work with Product Support and Machine Sales Representatives to develop strategies and solutions for customers that increase eCommerce platform knowledge and use.
• Create go-to-market strategy for marketing and unassigned customers, within an assigned territory that increase eCommerce platform knowledge and use.
• Visit assigned Peterson customer accounts with Product Support Sales Representatives, Machine Sales Representatives and / or e-Customer Support Manager.
• Be able to create and communicate the value of Peterson's e-business portfolio to customers in the field and at their job sites.
• Makes sales calls on unassigned Peterson customer accounts via phone and in person.
• Follow through on the sales process from customer identification, prioritization to collecting purchase orders for software sales and progress on customer PartsStore usage.
• Support Sales plans through our websites.
• PartsStore implementation, access control, troubleshooting and handling new customer requests.
• Provide expanded platform customer training when requested.
• Travel to customers at job sites throughout Peterson territory to assist online users at their workstations, testing process from customer's computer.
• Must be able to travel more than 50% of time, with occasional overnight travel to customers, job sites, and to company subsidiaries.

Other Job Functions

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, safely and in alignment with Peterson's core values. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and / or experience : High School Diploma or General Education Degree (GED); and a minimum of five years of related experience in parts, sales, or service industry, preferably in a heavy industrial environment; or an equivalent combination of education and work experience. Bachelor's Degree from a fully accredited college in Business or other closely related field preferred.

Certificates, Licenses, Registrations : Maintain a valid driver's license and satisfactory driving record

Peterson Holding Company is committed to equal employment opportunity and affirmative action. Minorities, females, veterans, and individuals with disabilities are encouraged to apply. A drug screen and background check is required.