Customer Service Account Representative

Career Area:

Sales

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.

The Product Support and Logistics Division (PSLD) is one of the most innovative divisions within Caterpillar. In PSLD, as within all of Caterpillar, our priority is our customers and helping them build a better world. We touch nearly every element of the services value stream from procurement to design and manufacturing to distribution. PSLD is responsible for Aftermarket Parts Distribution of Cat Parts, Integrated Logistics, segment Procurement and the design and manufacture of Wear Components (Undercarriage and GET) and Maintenance Components (Seals, Tubes & Hardware, Hose & Couplings, Fluids and Filters). 

Job Summary

The Customer Service Account Representative serves as the liaison between Customer Service and North American dealers to facilitate and resolve critical parts orders fulfillment issues. In turn, this individual helps to build relationships and improve the overall customer experience.

Additional Info

• This position is located in Morton, IL and does not offer relocation.
• This position requires up to 10% travel.
• Our team embraces flexibility through a hybrid work model. In addition to working onsite at one of our PSLD facilities, our hybrid work model allows employees flexibility to work from home based on business need.

What You Will Do:

• Works with dealers to manage and resolve critical, commercially sensitive order escalations where customer satisfaction is at risk
• Responds to dealer inquiries and provides Customer Service regarding parts orders, addressing issues related to their fulfillment.
• Leads and manages process improvement activities and projects as necessary
• Maintains, updates, and provides various internal reporting related to Aftermarket parts orders.
• Provides supplemental support to call center when necessary

What You Have:

• Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with dealers and peers.
• 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.
• 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.
• Customer Focus: Knowledge of the values and practices that align dealer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.

What Sets You Apart:

• Systems Knowledge: Knowledge of the systems used to manage and track parts orders.
• PartsViz, SPM/EWM and other SAP based applications, Antares, Basic/Intermediate SAS analytics reporting, Windows office applications including Power Point, Excel, SharePoint and OneNote

What You Will Get:

As a Customer Service Account Representative, you’ll work on a team which collaborates with Global Parts Supply, Operations, Transportation, and many other process partners to provide support in ensuring timely parts orders fulfillment and escalation resolution. Your vast exposure to other business units allows you the opportunity to grow your knowledge of our business, expand your skillset, and create multiple career paths for future advancement.

Caterpillar Inc. is 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 nearly 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.

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:

April 12, 2024 - April 26, 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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