Customer Services Administrator

4 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**
Provides support for the Funding team by handling funding-related inbox inquiries, coordination of services, problem resolution and/or recommendations on selected products and services.

**Responsibilities**
- Provides administrative support for the Funding team. Administrative support includes, preparing invoices and other miscellaneous forms and letters.
- Answering inbound customer service inquiries related to funding. Providing analysis or troubleshooting and redirecting them when appropriate.
- Identifying issues and determining appropriate course of action for effective resolution.
- Understanding of products and services offered, providing appropriate solutions to customer queries.

**Degree Requirement**
Degree or equivalent experience desired

**Skill Descriptors**
**Customer Focus**:Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
- Level Working Knowledge: _
- Communicates the importance of customer needs/expectations and commits to resolving them.
- Researches and verifies customer needs and expectations.
- Solicits customer satisfaction feedback and acts on improvement opportunities.
- Helps link organizational objectives to customer needs and expectations.
- Meets regularly with customers to understand their wants, needs and expectations.

**Data Gathering & Analysis**:Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.
- Level Basic Understanding: _
- Describes alternative data-gathering techniques and tools.
- Documents basic data-gathering methodologies.
- Identifies the purposes of data gathering and analysis.
- Identifies key objectives in gathering and analyzing data.

**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 Basic Understanding: _
- Cites personal experiences of receiving excellent customer service.
- Describes examples of poor, mediocre, and excellent service.
- Explains how managing customer perceptions and expectations enhances customer service.
- Describes several important business benefits of providing high quality service.
- Level Basic Understanding: _
- Explains the roles and responsibilities of a consultant.
- Lists the typical phases of a consulting assignment or project.
- Presents a professional image, especially when dealing with customers.
- Describes the consulting process and relationship with clients.

**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.
- Level Basic Understanding: _
- Explains characteristics and steps in an effective decision-making process.
- Identifies issues and communicates with others when a decision needs to be made.
- Names decision makers in own environment and cites examples of past decisions.
- Describes types of decisions incumbent may and may not make in own job or function.
- 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.
- Level Basic Understanding: _
- Explains the value of a disciplined approach to problem solving.
- Describes problem reporting and escalation practices.
- Utilizes accepted procedures for p

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