**Career Area:** Finance **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 customer issues and resolving complaints. Ensuring all customer communication is clearly** **documented.** **Answering inbound customer service inquiries. Providing analysis or troubleshooting and redirecting them when appropriate.** **Identifying issues and determining appropriate course of action for effective** **resolution.** **Understanding of products and services offered, providing appropriate solutions to customer** **queries.** **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 Working** **Knowledge:** **Communicates the importance of customer needs/expectations and commits to resolving** **them.** **Researches and verifies customer needs and** **expectations.** **Solicits customer satisfaction feedback and acts on improvement** **opportunities.** **Helps link organizational objectives to customer needs and** **expectations.** **Meets regularly with customers to understand their wants, needs and** **expectations.** **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.** **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** **.** **Level Basic** **Understanding:** **Explains characteristics and steps in an effective decision-making** **process.** **Identifies issues and communicates with others when a decision needs to be** **made.** **Names decision makers in own environment and cites examples of past** **decisions.** **Describes types of decisions incumbent may and may not make in own job or** **function.** **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 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 Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job. At the discretion of management, this description may be changed at any time to address the evolving needs of the organization. It is expressly not intended to be a comprehensive list of “essential job functions” as that term is defined by the Americans with Disabilities Act._** **Posting Dates:** September 9, 2024 - September 20, 2024 Caterpillar is an Equal Opportunity Employer (EEO). Not ready to apply? Join our Talent Community (http://flows.beamery.com/caterpillarinc/talcom) .