Customer Support Manager

8 months ago

Burlington, Canada Caterpillar Full time

**Career Area**:
Finance

**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.

**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.

**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.
- 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.

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

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 st

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