Marketing Operations Specialist

Join the Carolina Cat Team

As a family-owned company under our third generation of leadership, we have built our business based on the principles of trust, integrity, and a desire to help our customers and employees succeed.

Since 1926, we've supported our communities by supplying equipment for critical infrastructure and commerce and by donating our time and resources to area nonprofits. We make smart investments in our company and continuously improve as part of our vision to be a trailblazing company that's built to last.

We're looking for hard-working, team-oriented professionals who enjoy working on new challenges every day. We believe our employees are the key to our success, and we're committed to providing a work experience that helps our team grow to their full potential.

Collectively, our employees work together to make a difference for our customers, our communities, and our company. Learn more about what it means to become a team member with Carolina Cat.

Summary

The Marketing Operations Specialist plays a key role in supporting our marketing and sales teams by managing and optimizing customer relationships throughout the entire lifecycle. This role is responsible for developing and executing strategies to analyze customer data, oversee interactions across multiple channels, collaborate with sales and marketing teams, and implement initiatives that enhance customer retention and loyalty.

This position owns the company's Customer Relationship Management (CRM) systems, ensuring an optimized customer experience that drives increased revenue for the marketing department. The Marketing Operations Specialist will track, analyze, and manage leads to maximize the efficiency of our sales funnel, ensuring that leads are accurately captured, nurtured, and transitioned to the sales team at the appropriate stage.

Additionally, this role will act as the gatekeeper of customer data, ensuring all information is accurately entered into the CRM and ERP systems. The ideal candidate is a highly motivated, organized self-starter who can oversee lead management for both the construction and power divisions, provide critical feedback on lead quality, and offer valuable customer insights to enhance marketing strategies and sales performance.

Essential Functions

Lead Management

• Perform initial qualification and traffic all inbound assigned/unassigned marketing prospects, and customer leads within 30 minutes during business hours of receiving the inquiry.
• Promptly and efficiently transfer qualified leads to the appropriate salesperson or shop supervisors through the CRM (CloudLink). Provide details to customers on who and when they will receive quotes or follow-up calls from our outside sales organization.
• Actively manage the construction and power lead funnel within the CRM to maximize participation and lead qualification rate by discovering the customer's timelines.
• Create predesigned company quotes and append them to qualified leads post-customer journeys.
• Manage Carolina Cat's website online chat to respond to customers in real-time and route questions or leads to the appropriate team within the organization within 30 minutes of customer inquiries.
• Track and report lead generation and conversion metrics, analyzing lead data to identify trends and opportunities for improvement and providing regular updates to management on lead pipeline status and performance.

CRM Adoption

• Have a deep understanding of the CRM and become a subject matter expert and an example sales representative for usage and adoption. Train the sales organization on proper CRM usage.
• Adopt outstanding CRM usage by managing a clean sales funnel and utilizing the CRM to optimize their daily schedules, prioritize tasks, and ensure customers are contacted on time.
• Ensure all communications are logged, information is accurate, and documents are attached. Then, report and follow up on activities that meet the organization's requirements with the CRM.
• Update customer information to meet customer quality index requirements from interactions with inbound leads.
• Create prospect accounts for qualified leads or future customers in the CRM to ensure customer critical customer information is included.

Customer Information Management

• Manage customer information in the CRM by entering key details into our ERP (DBS) system to ensure data integrity across platforms.
• Act as the gatekeeper for all customer information, ensuring accuracy and consistency across systems.
• Monitor and maintain data cleanliness in the CRM and ERP systems, correcting inaccuracies and preventing duplications.
• Report out on customer information in monthly sales meetings to provide insights on data accuracy and lead quality.

Customer Insights

• Leverage customer insights and buying behaviors from our customer intelligence (Salesforce Marketing Cloud) software to anticipate and predict customer needs and share dealer solutions, products, and services to address these via a customer-preferred method of communication.
• Provide feedback to other marketing colleagues related to the information prospects share that could help design future marketing programs or products.
• Keep a feedback loop with the outside sales team to ensure we meet our customers' expectations and receive feedback on leads to improve marketing campaigns and processes.
• Report all customer-pertinent market information relative to competitive activity, customer information, and product performance to the marketing team.

Other duties as assigned.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualifying individuals to perform the essential functions.

Education and/or Experience

4-year business administration, marketing degree, or equivalent with one year of progressive experience in an inside sales or marketing role.

Skills Required

• Excellent time management and organizational abilities; pay attention to details and is responsive
• Effective written and verbal communication skills
• Should be a good listener and interpreter to transform the clients' thoughts into reality
• Team player who is willing to work outside of designated job duties as required
• Should be goal and results-oriented and should strive to provide the best customer experience

Computer Skills

The successful candidate will be proficient in Microsoft Excel, Word, PowerPoint, Outlook, and experience working with a CRM.

Workplace Requirements

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee must frequently lift, carry, push, pull and /or otherwise move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

While performing the duties of this Job, depending on site location, the employee may be exposed to moving mechanical parts and equipment. The employee may occasionally be exposed to high, precarious places, fumes or airborne particles; outside weather conditions and vibration. The employee may occasionally be exposed to wet and/or humid conditions; toxic or caustic chemicals; extreme cold; extreme heat and risk of electrical shock. The noise level in some work environments is occasionally loud.

We are an Equal Opportunity Employer

We require all employees to treat all our employees and candidates as equals. All personnel actions are conducted in the spirit of equal employment. We're committed to recruit, train, promote and retain associates without regard to race, color, religion, gender, gender identification and expression, national origin, marital status, age, disability, genetic information, military status, sexual orientation or any other characteristic protected by applicable local, state or federal laws.

#CarolinaCAT

EEO/AA Employer. All qualified individuals - including minorities, females, veterans and individuals with disabilities - are encouraged to apply.