Customer Service Coordinator

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Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining 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 don't just 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 minor coverage issues and resolving minor complaints. Ensuring all customer communication is clearly documented.
• Answering inbound customer service inquiries. Providing health analysis or troubleshooting and redirecting them when appropriate.
• Identifying issues and determining appropriate course of action for effective resolution.
• Processing results from analysis of technical data
• Understand prime product or component health or status, if action is needed, and required next steps.

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.

Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.
Level Basic Understanding:
• Describes alternative data-gathering techniques and tools.
• Documents basic data-gathering methodologies.
• Identifies the purposes of data gathering and analysis.
• Identifies key objectives in gathering and analyzing data.

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 Basic Understanding:
• Cites personal experiences of receiving excellent customer service.
• Describes examples of poor, mediocre, and excellent service.
• Explains how managing customer perceptions and expectations enhances customer service.
• Describes several important business benefits of providing high quality service.

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 Basic Understanding:
• Describes non-verbal behaviors that influence the interpretation of the message.
• Cites examples of effective and ineffective communications.
• Explains the importance of effective business communication.
• Speaks/writes using correct language, mechanics, and gestures.

Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
Level Basic Understanding:
• Explains the value of a disciplined approach to problem solving.
• Describes problem reporting and escalation practices.
• Utilizes accepted procedures for problem analysis and resolution.
• Identifies key aspects of problem-solving techniques used in own area.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Level Basic Understanding:
• Provides examples of the characteristics of effective business relationships.
• Identifies key business relationships in own organization.
• Describes the nature of a productive business relationship.
• Explains the benefits of building business partnerships.

This position requires the candidate to work a 5-day-a-week schedule in the office.

About Caterpillar

Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.

Posting Dates:

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

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