Digital Customer Specialist (SAP, e-commerce/marketing) -Hybrid

Job Title: Service Project Manager 3

Shift: 8am - 5pm (M-F)

Contract: 12 months with possibility of extension

Location: Cary NC 27511 (Hybrid – 3 days onsite, 2 remote)

Job Description

Service Project Manager (Contract)

Reason for Role: Additional resource to support SAP transition from P40 to P58 under the Pinnacle project. Focus on mitigating customer impact during cutover for online services (Team Play Fleet, e-commerce platform).

Key Responsibilities

• Back-end support for online tools and customer-facing activities.
• Assist with portal registration, SAP connectivity/data issues, and customer onboarding.
• Respond to customer surveys, help navigate websites, and possibly conduct product demos.

Work Details

Location: Cary office (Hybrid – 3 days onsite, 2 remote)

Travel: None

Work Hours: 8 AM – 5 PM, Monday–Friday

Start Date: Target January 19, 2026 or sooner

Interview Process: Two rounds (initial virtual + onsite), possibly a third for senior approval

Candidate Profile

Experience: Entry-level (0–5 years). Training will be provided.

Education: Preferably associate or bachelor’s degree.

Must-Have Skills

• Digital skill set (comfortable with technology, online services).
• Customer-facing communication (written and verbal).
• Ability to lead small product demos.

Nice-to-Have

• SAP experience, e-commerce/marketing background, interest in healthcare.

Compensation

About the Role

We are seeking a customer-focused, tech-savvy professional to join our team on a temporary basis to drive successful adoption of our customer-facing digital platforms — primarily our next-generation customer portal and our existing e-commerce parts-ordering platform.

This role will act as the frontline “digital concierge” for new and existing customers, removing registration and access friction, delivering live demos, and representing all online services with professionalism and enthusiasm.

Key Responsibilities

• Proactively reach out to customers (via phone, email, and video calls) who have started but not completed registration on our customer portal or the e-commerce platform.
• Troubleshoot and resolve registration, login, and browser-related issues in real time.
• Conduct 1:1 and small-group live demos of our customer portal and the e-commerce platform (via Teams, or similar).
• Guide customers through initial setup, account configuration, and first-time part ordering or service requests.
• Document common obstacles and feedback; collaborate with product, engineering, and support teams to eliminate recurring issues.
• Create and maintain lightweight self-help resources (short video tutorials, FAQ updates, step-by-step guides) based on real customer pain points.
• Serve as the “voice of the customer” for our customer portal during and synching with the team.
• Track and report key onboarding metrics (registration completion rate, time-to-first-order, demo-to-activation rate, OSAT from supported customers).

Required Skills & Experience

• 2+ years in customer success, technical support, onboarding, or sales engineering roles (SaaS or e-commerce experience strongly preferred).
• Proven ability to explain technical concepts to non-technical users in a clear, patient, and confident manner.
• Hands-on experience troubleshooting web applications (browsers, cookies, cache, SSO, MFA, permissions, etc.).
• Comfortable delivering live product demos and training sessions over video conferencing tools.
• Excellent written and verbal communication skills — you will write customer emails and lightweight documentation daily.
• Strong organizational skills and attention to detail; able to manage 20–30 customer interactions per day while maintaining quality.

Key Attributes

• Empathetic problem-solver who genuinely enjoys helping people succeed with new technology.
• Self-starter who thrives in a fast-moving, ambiguous environment (this is a brand-new platform rollout).
• Team player willing to jump on whatever is needed to make the customer experience excellent.

Details

• Duration: 6–12 months (with potential to extend or convert based on business need)
• Full-time (40 hours/week)
• Remote-friendly