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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 a department responsible for all customer service activities and initiatives which spans from contract booking, contract funding, payment collection, customer inquiries, contract modification, assets recovery, assets disposal, contract termination and portfolio reporting This position is also responsible for managing the operating systems and customer online portal. This position manages both a team led by a support manager and several individual contributors.
Responsibilities
Establishing strategic customer service guidance and customer support initiatives in order to improve the efficiency of customer 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.
Ensuring business practices comply with the corporate and local policies and laws/regulations.
Experience Requirement
Relevant experience from banking or financial institution desired.
Skills Requirement
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.
Coaching Others: Knowledge of coaching and mentoring concepts and methods; ability to encourage, motivate, and guide individuals in learning and improving effectiveness.
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.
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.
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.
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.
Posting Dates:
June 12, 2024 - June 21, 2024
Caterpillar is an Equal Opportunity Employer (EEO).
Not ready to apply? Join our Talent Community (http://flows.beamery.com/caterpillarinc/talcom) .
There’s more to work at Caterpillar than just the work itself. We hire smart, friendly people and it shows in our culture. We hold ourselves to high standards and make sure our values of integrity, excellence, teamwork, commitment and sustainability come to life in the way we work. We make sure our employees feel continuously challenged while also supported. We provide professional growth opportunities, including leadership programs. We celebrate the diversity of our team, while also working together as one Caterpillar.
Our culture, like everything at our company, is made possible by each employee’s contribution. Person by person, we create the environment we work in, and we are proud of the Caterpillar we’ve built.