Customer Relations Representative

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.

Our common values and focus on inclusion and respect drive the decisions made by our company, teams and people. This is why we are committed to hiring and building diverse teams representative of the customers we serve globally. When you join our team, you can apply your unique life and job experiences and work in an environment where your ideas are heard, your contributions are celebrated, and your whole-self matters.

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 customers and Cat® dealers for machines, engines, Solar® gas turbines, genuine Cat parts and services. Headquartered in Nashville, Tennessee, Cat Financial serves customers globally with offices and subsidiaries located throughout North and South America, Asia, Australia, Europe and Africa. Visit cat.com to learn more about Cat Financial.

Role Definition

• Responds to customer inquiries by resolving general customer issues.

Responsibilities

• Addressing account inquiries and resolving customer complaints.
• Providing troubleshooting support and redirecting when appropriate.
• Aware of financial products and ability to collaborate with other business units.
• Ensuring all customer communication is clearly documented.

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.

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.

Office Support Tools: Knowledge of commonly used office hardware, software and equipment; ability to use the tools available at the desktop (for example: word processing, email, presentation software, and spreadsheets.)
Level Basic Understanding:
•Identifies current office software environment and its component products.
•Describes basic concepts and terminology for office-product applications.
•Uses key features and facilities of office software available at the desktop.
•Employs help resources (manuals, on-line help, help desk, tutorial facilities) as needed.

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.

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.

Additional Information:

• This role is a hybrid position and would require any successful candidate to commit to a 3 day per week in office requirement.

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.

Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at www.caterpillar.com/careers.

Posting Dates:
November 12, 2024 - November 19, 2024

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

EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

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