Customer Success -Portfolio Management

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.

Posting Dates :

July 2, 2024 - July 19, 2024

Caterpillar is an Equal Opportunity Employer (EEO).