Customer Service Representative

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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.

About the Role:

As a Customer Service Representative, you will play a critical role in supporting customers and ensuring a positive customer experience. You will serve as a key point of contact for inquiries related to orders, shipments, products, and service concerns while working closely with internal teams to provide timely and accurate solutions.

This position requires strong communication skills, attention to detail, and the ability to manage multiple priorities in a fast-paced manufacturing environment.

What You Will Do:

• Respond to customer inquiries regarding shipments, products, orders, and customer concerns.
• Process order changes, cancellations, backorders, and shipping updates.
• Enter and maintain customer service data within company systems.
• Manage customer interactions via telephone, email, and web-based applications.
• Research and resolve customer issues while ensuring a high level of customer satisfaction.
• Communicate effectively with customers and internal stakeholders to provide accurate and timely information.
• Track and document customer interactions and resolutions.
• Support continuous improvement efforts by identifying recurring customer concerns and recommending solutions.

What You Have:

Accuracy and Attention to Detail

• Demonstrated ability to complete work accurately and efficiently.
• Ability to follow established procedures and maintain high-quality standards.
• Strong focus on minimizing errors and ensuring data integrity.

Analytical Thinking

• Ability to gather information, identify issues, and determine appropriate solutions.
• Basic understanding of business systems and analytical tools.
• Ability to evaluate situations and make sound decisions.

Effective Communication

• Strong verbal and written communication skills.
• Ability to effectively communicate with customers and team members.
• Professional and customer-focused communication style.

Planning and Organizing

• Ability to prioritize tasks and manage multiple responsibilities.
• Strong organizational skills with the ability to meet deadlines.
• Ability to adapt priorities as business needs change.

Problem Solving

• Ability to identify issues, analyze root causes, and implement solutions.
• Willingness to escalate concerns when appropriate.
• Strong focus on delivering effective customer resolutions.

Service Excellence

• Commitment to providing exceptional customer service.
• Ability to understand customer needs and exceed expectations.
• Focus on building positive customer relationships through responsiveness and professionalism.

Warehouse Management Knowledge

• Basic understanding of warehousing, distribution, and supply chain operations.
• Familiarity with inventory handling, storage practices, and distribution center functions is beneficial.
• Understanding of warehouse performance measures and operational processes.

Basic Qualifications:

• High school diploma or equivalent preferred.
• Previous customer service, logistics, supply chain, warehouse, or manufacturing support experience is beneficial.
• Proficiency with computer systems and data entry.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.

Top Candidates Will Also Have:

• Experience supporting customers in a manufacturing, distribution, or supply chain environment.
• Experience using customer service, ERP, or order management systems.
• Knowledge of shipping, logistics, and warehouse operations.

Summary Pay Range:

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits:

Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.

• Medical, dental, and vision benefits*

• Paid time off plan (Vacation, Holidays, Volunteer, etc.)*

• 401(k) savings plans*

• Health Savings Account (HSA)*

• Flexible Spending Accounts (FSAs)*

• Health Lifestyle Programs*

• Employee Assistance Program*

• Voluntary Benefits and Employee Discounts*

• Career Development*

• Incentive bonus*

• Disability benefits

• Life Insurance

• Parental leave

• Adoption benefits

• Tuition Reimbursement

* These benefits also apply to part-time employees

Posting Dates:

Any offer of employment is conditioned upon the successful completion of a drug screen.

Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.

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