It’s your time, make it matter.

At Peterson, we partner with our customers to build the future. For over 85 years, our peoples’ 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 HOLDING COMPANY

Job Description

Position Title: eCustomer Support Representative   Reports to: eCustomer Support Manager

Grade: 99                                                                    Date of Last Update: September 2024

FLSA Status: Exempt                                               Approved By: Benefits & Compensation Manager

Job Family: Sales Reps                                             Completed By: Director of Marketing

SUMMARY

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

• Works collaboratively in a team environment with a spirit of cooperation.  
• Displays excellent communication skills including presentation, persuasion, and negotiation skills required in working with customers/ coworkers, including the ability to communicate effectively and remain calm and courteous under pressure. 
• Respectfully takes direction from supervisor/manager.  

JOB SCOPE

This position serves in the capacity of the e-Customer Support Representative. General discretion and judgment are exercised routinely in the execution of job duties. If errors in judgment or professional execution of responsibilities are made, the consequences to the department can be serious.

INTERPERSONAL CONTACTS

Internal contacts consist of all levels of positions in the company from business unit leaders to entry positions. This position regularly deals with employees in exchange of information in person, writing, via telephone or by electronic transfer. Sensitivity is required in dealing with such information and decisions concerning the release or sharing of that information. External contacts may consist of government representatives, employees and managers, vendors, and consultants.

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

COMPETENCIES

Safety – Actively demonstrates vigilance in protecting self, customers, co-workers, contractors, suppliers and community from risky actions or unsafe conditions. Promotes and follows Peterson’s safety policies and guidelines.

Ability to perform essential job duties with or without reasonable accommodation and without posing a direct threat to safety or health of employee or others.

Peterson’s Communication Principles – Able to demonstrate the following communication skills and principles when working with customers, co-workers, and other stakeholders:

• Showing up and choosing to be present- to honor others and give my best self.
• Paying attention to what has heart and meaning- to understand and acknowledge the true intent.
• Tells the truth without blame or judgement- to motivate and build confidence.
• Open to outcome, not attached to outcome- to learn from what happened and never stop improving.

Peterson Values – Behavior and work product aligns with Peterson’s Core values – Customer First, Integrity, Excellence, Teamwork, and Fun!

Accountability – Takes responsibility for own actions; Keeps commitments. Completes tasks on time or notifies appropriate person with an alternate plan; Focuses on performance, manages execution.

Curious – Continuously pursues opportunities to learn and grow professionally and personally. Solicits feedback to improve self, service, performance, and the organization. Applies feedback to improve performance.

Leadership –Refrains from activities that would negatively impact organizational health and reputation, compromise trust or working relationships, or create unnecessary bureaucracy.

Ethics – Works ethically and with integrity; avoids any action that could be interpreted to be for personal gain, in violation of Peterson’s Code of Conduct and Business Ethics, or as an abuse of positional power. Maintains confidentiality; Protects Customer, Manufacturer and Company proprietary information; promptly reports conduct that could is or could be considered unethical; Honest and forthcoming with information.

Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Focuses on solving conflict, not blaming; Remains open to others' ideas and tries new things; Works well in group problem solving situations; Uses reason even when dealing with emotional topics; Meets commitments.

Technical Skills – Has the skills needed to successfully perform job responsibilities and be viewed as competent.  Shares expertise with others; Understands implications of decisions; Demonstrates knowledge of market and competition; Aligns work with organization’s goals.

Communication – Speaks clearly, respectfully, and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings; Writes clearly and informatively; Listens to others without interrupting; Keeps emotions under control; Gives and welcomes feedback; Has personal awareness of body language and tone being used to maximize quality of communications.

Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Contributes to building a positive team spirit; Puts success of team above own interests. Provides recognition for results; Offers to help others before being asked; Supports co-workers and provides them with grace.

Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Manages difficult or emotional customer and/or employee situations; Responds promptly to customer and employee needs; Facilitates a work environment where individuals are treated with respect and are not subject to hostile or other harassing behaviors.

Adaptability – Adapts to changes in the work environment; Able to deal with frequent change, delays, or unexpected events; Flexible; Open to new ideas.

Initiative – Undertakes self-development activities; Looks for and takes advantage of opportunities; Asks for and offers help when needed; Looks for ways to improve performance and the organization as a whole; Pursues training and development opportunities.

Dependability – Consistently reports to work on time as scheduled; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time. Commits to long hours of work when necessary to reach goals.

LANGUAGE SKILLS

Ability to communicate at all levels of an organization – from CEOs to Technicians. Ability to communicate in writing clearly and effectively; read with comprehension the necessary related documentation. Ability to write routine reports and correspondence. Ability to speak effectively with customers or employees of organization. Displays excellent communication skills including presentation, persuasion, and negotiation skills required in working with customers/ coworkers, including the ability to communicate effectively and remain calm and courteous under pressure. 

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

COMPUTER SKILLS

Job requires specialized computer skills. Must be adept at using various applications including database, spreadsheet, report writing, word processing, presentation creation/editing, and communicate by e-mail. Should have a basic knowledge of internet explorer MS Word, Excel, or Power Point.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

WORKING CONDITIONS

The working conditions, physical demands, and environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is performed in a combination of an office and field environment. Work outside the office and shop areas that may or may not have climate controls will be required. This is a full-time position. Days and hours worked will mirror the business operations which typically runs Monday -Friday. May work more than eight consecutive hours at a time or more than 40 hours in a 7-day work period depending on work demands. Occasional evening and weekend work may be necessary. Travel will be required to branch locations, company events, professional development, and industry conferences. Must possess a valid motor vehicle operator’s license, have access to reliable transportation and must be able to travel via most efficient mode for work related travel i.e., airplane.

With Peterson’s Customer First focus, the individual may encounter pressure in meeting customer needs, balancing competing deadlines and resource constraints. Situations must be handled in a manner that meets customer needs and does not negatively impact customer satisfaction. Customers are both internal and external.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is frequently required to sit and is occasionally required to stand, walk. Must be able to use hands to manipulate keyboards and reach with hands and arms in the course of picking up and moving materials. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and distance vision.

Physical Demands

Amount of Time

Activity

None

Under 1/3

1/3 to 2/3

Over 2/3

Standing

X

Walking

X

Sitting

X

Using hands or fingers to handle/feel objects

X

Reaching with hands / arms

X

Climbing or balancing

X

Stoop, kneel, crouch, or crawl

X

Talking or hearing

X

Lifting Requirements

Amount of Time

Physical Demand

None

Under 1/3

1/3 to 2/3

Over 2/3

Up to ten pounds

X

Up to 25 pounds

X

Up to 50 pounds

X

Up to 100 pounds

X

More than 100 pounds

X

Vision Requirements

Yes

No

Close

X

Distance

X

Color Vision

X

Peripheral

X

Depth & Perception

X

Ability to Adjust Focus

X

WORK ENVIRONMENT

The work environment is typically that of an office atmosphere, with climate and noise controls. Some exposure to heat, noise, dust, fumes when working in field or shop environments may occur. You will occasionally walk outside between buildings.  Work environment considered to be moderate with seasonal temperature changes, occasional exposure to outside weather, and with a moderate noise level. 

Work Environment

Amount of Time

Environmental Condition

None

Under 1/3

1/3 to 2/3

Over 2/3

Wet or humid conditions (non-weather)

X

X

Work near moving mechanical parts

X

Work in high, precarious places

X

Fumes or airborne particles

X

Toxic or caustic chemicals

X

Outdoor weather conditions

X

Extreme cold (non-weather)

X

Extreme heat (non-weather)

X

Risk of electrical shock

X

Work with explosives

X

Risk of radiation

X

Vibration

X

This description describes only the general nature and level of work encompassed by this job. This description is not a comprehensive listing of all responsibilities, duties, and skills of employees at this level. Peterson is an Equal Opportunity Employer/Affirmative Action Employer.

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.