**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** Manages all customer service activities and initiatives for a major site or multiple sites within a region. **Responsibilities** •Establishing strategic customer service guidance and technical support initiatives in order to improve the efficiency of customer contact services. •Managing complex customer inquiries and allocating resources for workload balancing and short-term forecasting. •Performing real-time management of all customer contact metrics in order to achieve performance goals and financial objectives. •Partnering with local and distributed operations and other teams to ensure the achievement of appropriate customer service levels. **Degree Requirement** Degree or equivalent experience desired **Skill Descriptors** 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 Extensive Experience: •Anticipates customers' needs and satisfies them proactively. •Resolves complex customer complaints or problems. •Teaches others how to deliver excellent customer service in a variety of settings. •Applies the concept of 'Moments of Truth' to customer service. •Participates in developing a variety of effective ways to deal with difficult customers. •Recovers from a service failure in a way that enhances customer's esteem of the organization. Coaching Others: Knowledge of coaching and mentoring concepts and methods; ability to encourage, motivate, and guide individuals in learning and improving effectiveness. Level Working Knowledge: •Determines how coaching can be applied to a situation. •Coaches others to improve their skills. •Observes skill practice; offers constructive feedback. •Offers suggestions for performance or process improvement in own unit. •Creates skill-practice opportunities for subject of coaching. Conflict Management: Knowledge of managing conflicts; ability to anticipate, recognize, and deal effectively with existing or potential conflicts at the individual, group, or situation level. Level Working Knowledge: •Identifies and maximizes areas of agreement in order to mitigate tensions. •Uses a specific methodology for conflict resolution. •Facilitates reconciliation rather than divisiveness among individuals. •Under guidance, appropriately confronts others to get issues out in the open. •Uses active listening skills and probing techniques to understand cause of a conflict. 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: Caterpillar: Confidential Green •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 Working Knowledge: •Identifies and documents specific problems and resolution alternatives. •Examines a specific problem and understands the perspective of each involved stakeholder. •Develops alternative techniques for assessing accuracy and relevance of information. •Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution. •Uses fact-finding techniques and diagnostic tools to identify problems. Customer Service Management: Knowledge of customer service priorities and ability to utilize tools and techniques for maintaining an environment where all understand, and are committed to providing excellent service to internal and external customers. Level Working Knowledge: •Facilitates the resolution of customer problems, issues, or concerns. •Monitors and reports on delivery of what was promised. •Participates in a team that provides direct customer service. •Ensures identification of customer needs and priorities. •Analyzes problem trends and takes steps to avoid recurrence. Call Center Management: Knowledge of call center management; ability to implement new or revised organizational structures, business processes and operational infrastructure required for enabling effective call center operation. Level Basic Understanding: •Names the voice and data technologies currently used in the organization's call center(s). •Describes the roles and responsibilities of various positions in the call center. •Answers questions on new call center technologies and on new resource utilization strategies. •Describes the scope and objectives of recent and current call center restructuring projects. Customer Retention: Knowledge of customer retention; ability to implement effective strategies and activities that promote long-term customer loyalty. Level Basic Understanding: •Describes specific customer retention strategies being used in own organization. •Describes the expected benefits of an effective customer program. •Identifies the purpose of and activities associated with customer retention programs. •Documents metrics used to evaluate customer loyalty. **Posting Dates:** June 19, 2025 - July 3, 2025 Caterpillar is an Equal Opportunity Employer. Not ready to apply? Join our Talent Community (http://flows.beamery.com/caterpillarinc/talcom) .