Customer Support Manager

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you'rejoining 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'tjust 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.

Our common values and focus on inclusion and respect drive the decisions made by our company, teams and people. This is why we are committed to hiring and building diverse teams representative of the customers we serve globally. When you join our team, you can apply your unique life and job experiences and work in an environment where your ideas are heard, your contributions are celebrated, and your whole-self matters.

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.

About Cat Financial

Cat Financial is a subsidiary of Caterpillar Inc., 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 more than 40 years, Cat Financial has provided a wide range of financing solutions to customers and Cat dealers for machines, engines, Solar gas turbines, genuine Cat parts and services. Headquartered in Nashville, Tennessee, Cat Financial serves customers globally with offices and subsidiaries located throughout North and South America, Asia, Australia, Europe and Africa. Visit cat.com to learn more about Cat Financial.

Role Definition

Manages a team responsible for all customer service activities and initiatives for a department.

Responsibilities

• Assisting with establishing strategic customer service guidance and technical customer support initiatives in

order to improve the efficiency of customer services.

• Managing complex customer inquiries and allocating resources for workload balancing.

• Performing real-time management of all customer contact metrics and procedures in order to achieve

performance goals.

• 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:

• 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.

This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job. At the discretion of management, this description may be changed at any time to address the evolving needs of the organization.

Posting Dates:

Caterpillar is an Equal Opportunity Employer (EEO).

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