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.

Job Summary
The Customer Service Manager is responsible for overseeing all customer service operations and strategic initiatives at a major site or across multiple locations within a designated region. This role ensures the delivery of high-quality service, operational efficiency, and alignment with organizational goals.

Responsibilities

Develop and implement strategic customer service and technical support initiatives to enhance the effectiveness of customer engagement and contact services.Manage complex customer inquiries, ensuring optimal resource allocation for workload balancing and short-term demand forecasting.Monitor and manage real-time customer contact metrics to meet performance targets and financial objectives.Collaborate with local and distributed operational teams to ensure consistent achievement of customer service standards and service level agreements.

Educational Requirements

Bachelor’s degree in finance, Business Administration, or a related field.Fluent English

Skills that you will have:

Coaching others:

Identifies opportunities where coaching can enhance performance.Provides constructive feedback and skill development support.Observes and evaluates skill application, offering actionable insights.Suggests improvements in performance and operational processes.Facilitates opportunities for practical skill development.

Conflict Management

Recognizes and leverages areas of agreement to reduce conflict.Apply structured methodologies for conflict resolution.Promotes reconciliation and collaboration among team members.Addresses issues constructively to foster open communication.Utilizes active listening and probing techniques to uncover root causes of conflict.

Effective Communication

Provides behavior-focused feedback in a respectful and constructive manner.Accepts and integrates feedback to enhance communication effectiveness.Delivers clear oral presentations and written reports.Avoids unnecessary technical jargon to ensure clarity.Interprets and responds to non-verbal cues in individual and group settings.

Customer Retention

Articulates specific customer retention strategies employed by the organization.Highlights the benefits of effective customer loyalty programs.Identifies key activities and goals of retention initiatives.Tracks and reports on customer loyalty metrics.

Additional Information:

Location: Santa Catarina, Nuevo LeonSponsorship for foreign candidates is not availableRelocation assistance is not available for this position. Any relocation costs incurred would be the responsibility of the selected candidateDon’t forget to include a resumé in English in your profile in Workday​

Final details

Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application – please use the candidate log-in on our career website as it will reflect any updates to your status.   

The Caterpillar Code of Conduct states that we will select and place employees based on their qualifications for the job to be performed, without regard to race, religion, national origin, color, gender, gender identity, sexual orientation, age or disability. In this company we do not request pregnancy tests, nor HIV tests as requirements for employment entry, permanence or promotion.

Posting Dates:

July 8, 2025 - July 15, 2025

Caterpillar is an Equal Opportunity Employer.

Not ready to apply? Join our Talent Community.