Senior Customer Services 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 Cat Financial

Cat Financial is a subsidiary of Caterpillar Inc., 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 more than 40 years, Cat Financial has provided a wide range of financing solutions to Cat® customers and dealers for machines, engines, Solar® gas turbines, genuine Cat parts, and services. Headquartered in Nashville, Tennessee, Cat Financial serves customers worldwide through offices and subsidiaries located across North and South America, Asia, Australia, Europe, and Africa. Visit cat.com to learn more about Cat Financial.

We are making sustainable progress possible every day. From our dedicated leadership team to our innovative partners and employees, we are continuously working to find better ways to serve our Cat dealers, customers, and employees.

What you will do:

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.

• Analyze customer service processes and identify opportunities for improvement through technology and automation, enhancing customer experience and operational efficiency.

• Manage processes and procedures to ensure accurate and timely communication with customers, supporting effective issue resolution and customer satisfaction.

What you have:

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.

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.

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.
Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
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.
Listening: Knowledge of effective listening issues and techniques; ability to gather, clarify, and apply information transmitted verbally, while exhibiting a genuine interest toward the speaker.
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.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Process Management: Knowledge of business process improvement tools and techniques; ability to understand, monitor, update, control, or enhance existing business or work processes.

Basic Requirements:

Bachelor’s degree in Business Administration, Industrial Engineering, Management Control Engineering, or similar

Experience managing customer service operations and customer-facing processes, including contract terminations, documentation, customer requests, invoicing, transfers, and communications.

Strong process management and continuous improvement mindset, with the ability to identify automation opportunities and support technology-enabled solutions.

Basic knowledge of Python, Power BI, or similar tools, combined with strong stakeholder management skills and a customer-first approach.

Advanced English.

Top Candidates will also have:

Experience supporting large customer portfolios and managing multiple service processes simultaneously.

Exposure to financing, leasing, equipment services, or contract administration environments.

Experience participating in digital transformation initiatives, workflow automation projects, or business process modernization programs.

Familiarity with customer service technologies, business intelligence tools, and process automation platforms.

Additional Information:

This position requires the employee to work onsite 5 days a week

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Posting Dates:

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

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