eCommerce Customer Success Coordinator

William Adams Pty Ltd; Melbourne; On-site; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Novated leasing

Purchased leave

Partner discounts

Job summary

William Adams Pty Ltd is seeking an enthusiastic eCommerce Customer Success Coordinator to join our Digital team in Clayton, Victoria. You’ll guide customers from initial registration to confident, repeat online purchasers on Parts.Cat.Com and Cat Central, helping them maximise their online ordering experience.

You’ll work closely with the eCommerce Manager to drive adoption, improve the customer journey, and support our digital growth objectives, while coaching colleagues and delivering

Qualifications

• Experience in a customer-facing ecommerce or digital support role.
• Strong communication skills across face-to-face, phone and email.
• Passion for delivering great customer experiences and building long-term relationships.
• Ability to train, coach and influence others to adopt new systems.

Responsibilities

• Support customers to register and activate online accounts.
• Provide onboarding and training for first online orders.
• Build engagement with existing online customers and encourage repeat purchases.
• Reactivate inactive accounts and support customers back onto the platform.
• Provide frontline support for enquiries and resolve issues quickly.
• Assist with online quotes and purchases through to completion.
• Train and coach Parts Advisors, Sales Representatives and customers on platform functionality.
• Promote new platform features and help customers understand how ecommerce can improve their business.

Skills

Customer-facing ecommerce

Communication skills

Training & coaching

Time management

Organisation

Digital literacy

Problem solving

Tools

Parts.Cat.Com platform

Cat Central

Job description

At William Adams, we're more than just equipment. We help our customers keep their businesses moving through industry leading products, technology, and support.

We're looking for an enthusiastic and customer focused eCommerce Customer Success Coordinator to join our Digital team in Clayton.

ABOUT THE ROLE

In this role, you'll help customers get the most out of our online parts purchasing platforms, Parts.Cat.Com and Cat Central, guiding them from initial registration through to becoming confident, repeat online purchasers.

Working closely with the eCommerce Manager, you'll play a key role in driving online customer adoption, improving the customer experience, and supporting William Adams' digital growth objectives.

What you'll be doing

• Supporting customers to register and activate their online accounts
• Providing one-on-one onboarding and training to help customers place their first online order
• Building engagement with existing online customers and encouraging repeat purchasing
• Reactivating inactive accounts and supporting customers back onto the platform
• Providing frontline support for customer enquiries and resolving issues quickly
• Assisting customers with online quotes and purchases through to completion
• Training and coaching Parts Advisors, Sales Representatives and customers on platform functionality and best practice
• Promoting new platform features and helping customers understand how eCommerce can improve their business

ABOUT YOU

You enjoy working with people, are comfortable learning new technology, and love helping customers achieve successful outcomes.

You'll bring:

• Experience in a customer-facing eCommerce, online sales, digital support, customer success, or similar role
• Strong communication skills and confidence engaging with customers face-to-face, over the phone, and via email
• A passion for delivering great customer experiences and building long-term relationships
• The ability to train, coach and influence others to adopt new systems and ways of working
• Excellent organisation and time management skills
• Strong computer literacy and the ability to quickly learn new platforms
• A proactive, solutions-focused approach and a willingness to follow through

Why join William Adams?

As part of our Digital team, you'll have the opportunity to contribute to the future of customer engagement and digital adoption across our business.

• A supportive and collaborative team environment
• The opportunity to work with industry-leading Caterpillar technology and platforms
• Ongoing career and development opportunities
• A competitive salary package with annual salary and performance reviews
• Recognition and genuine appreciation through a variety of formal and informal programs
• Plus, a range of perks including novated leasing, purchased leave and partner discounts across banking, health insurance, and fitness

If you're passionate about technology, customer engagement, and helping people embrace digital solutions, we'd love to hear from you.