Job Description

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar yourejoining a global team who cares not just about the work we do but also about each other. We are the makers problem solvers and future world builders who are creating stronger more sustainable communities. We dontjust talk about progress and innovation here we make it happen with our customers where we work and live. Together we are building a better world so we can all enjoy living in it.

Role Definition
Provides first line of support coordination of services problem resolution and/or recommendations on selected products and services.

Responsibilities
Addressing and resolving customer issues and inquiries. Ensuring all customer communication is clearly documented.
Identifying issues and determining appropriate course of action for effective resolution.
Processing results from analysis of data.
Execution of customer service standard processes. Maintaining customer accounts and relationships.

Degree Requirement
Degree or equivalent experience desired

Skill Descriptors
Customer Focus : Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
Level Basic Understanding:
Focuses activities on developing and maintaining positive customer relationships.
Discusses general differences between internally and externally focused organizations.
Cites the cost and benefits of good versus poor customer service.
Explains why customer satisfaction is important to successful product/service delivery.

Service Excellence : Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
Level Working Knowledge:
Provides a quality of service that customers describe as excellent.
Resolves common customer problems.
Responds to unexpected customer requests with a sense of urgency and positive action.
Provides direct service to internal or external customers.
Documents customer complaints in a timely manner.

Consulting: Knowledge of techniques roles and responsibilities in providing technical or business guidance to clients both internal and external; ability to apply consulting knowledge appropriately.
Level Basic Understanding:
Explains the roles and responsibilities of a consultant.
Lists the typical phases of a consulting assignment or project.
Presents a professional image especially when dealing with customers.
Describes the consulting process and relationship with clients.

Effective Communications: Understanding of effective communication concepts tools and techniques; ability to effectively transmit receive and accurately interpret ideas information and needs through the application of appropriate communication behaviors.
Level Working Knowledge:
Delivers helpful feedback that focuses on behaviors without offending the recipient.
Listens to feedback without defensiveness and uses it for own communication effectiveness.
Makes oral presentations and writes reports needed for own work.
Avoids technical jargon when inappropriate.
Looks for and considers non-verbal cues from individuals and groups.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients vendors and peers.
Level Working Knowledge:
Provides prompt and effective responses to client requests and interactions.
Monitors client satisfaction levels on a regular basis.
Alerts own team to problems in client satisfaction.
Differentiates the roles and responsibilities in a business relationship.
Works with clients to address critical issues and resolve major problems.

*This position requires working onsite five days a week.

Posting Dates:

Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply

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