Online Parts Specialist

The Online Parts Specialist is responsible supporting our customers with the powerful CAT Parts.com platform, empowering them to streamline their parts ordering and equipment management processes.

Blanchard Machinery Company is committed to fostering a high-performance work culture with challenging work opportunities that inspire high quality results. Some of the benefits of joining our team are:

Competitive Pay.
• Benefits: Medical, dental, vision, 401K, profit sharing, generous PTO and paid holidays, uniforms, and much more.
• Exposure to world-class CAT training and development.
• A friendly and supportive work environment.
• Continuous exposure to learning and new technologies.
• Opportunities for advancement.

• Contributes to a positive work environment and promotes the vision, mission, and values of BMC.
• Completes all job responsibilities in a safe manner, promotes and champions a safe and healthy work environment.
• Provide exceptional customer service and technical support to internal and external customers using the CAT Parts.com platform.
• Conduct training sessions and demonstrations to educate customers on the platform's functionalities, including parts searching, ordering, account management, and equipment tracking.
• Troubleshoot customer issues and answer questions related to the platform's features and functionalities.
• Collaborate with the sales team to identify opportunities to promote and leverage the CAT Parts.com platform for customer benefit.
• Generate reports and analyze data to track customer adoption and usage of the platform.
• Stay up to date on the latest features and functionalities of CAT Parts.com to ensure you can provide accurate and comprehensive support.
• Assist customers with placing, tracking and resolving orders or shipping issues.
• Process order modifications and cancellations as needed.
• Coordinate with warehouse and logistics teams to ensure timely order fulfillment.
• Provide customers with updates on order status and delivery information through internal systems and/or e-commerce platforms.
• Develop and maintain a strong understanding of Caterpillar parts and products.
• Stay up to date on Parts.Cat.Com updates and new features.
• Provide customers with accurate information regarding parts compatibility and applications.
• Identify and suggest improvements to customer support processes and procedures.
• Provide feedback to the development team regarding website functionality and usability.
• Contribute to the development of customer support resources, such as FAQs and knowledge base articles.
• Participate in training and development activities.
• Performs other duties and project as assigned.

• High School Diploma or GED equivalent Associates or Bachelor's degree preferred.
• Proficiency with CRM software.
• Ability to Microsoft Applications Word, Excel and Outlook
• Ability to troubleshoot basic computer and Internet issues.
• Minimum of 1 year of experience in a customer service or technical support role.
• Strong understanding of e-commerce platforms and online ordering processes.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to learn new technologies quickly and effectively.
• A passion for helping customers and exceeding expectations.
• Familiarity with the heavy equipment industry (a plus).
• Experience with Caterpillar products and services (a plus).
• Customer-focused and results-oriented.
• Positive attitude and professional demeanor.
• Ability to remain calm and composed under pressure.
• Strong work ethic and commitment to excellence.
• Willingness to learn and adapt to changing technologies.

Working Conditions

• The physical environment requires the employee to work primarily inside throughout the year.
• Position may require employees to be physically present at designated worksite locations
• Job requires standing, stooping, squatting, pushing, pulling, twisting, turning, lifting.
• Seeing, reading, writing and physical presence at the job location are required to complete job responsibilities.
• Use of computers and other forms of technology to complete job responsibilities.