Customer Services Manager

**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**

We are seeking an individual to join our Caterpillar Financial team in Canada as a Customer Services Manager, overseeing the departments that handle customer service activities and initiatives with main functions of managing a diverse and profitable portfolio, as well as driving enhancements and process improvements for our customer experience.

**Primary 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.

**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 Expert Knowledge:_
- Monitors industry for trends in enhancing customer service, with special attention to CRM.
- Designs strategies to inspire peers to raise the bar of customer service delivery.
- Coaches peers on how to satisfy customers.
- Consults with management on modifying business processes to enhance service delivery.
- Promotes the use of superior service in diverse environments.
- Establishes best practices for service excellence.

**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 Extensive Experience: _
- Communicates with clients on quality of service measurements.
- Ensures teams maintain focus on value-added services.
- Conducts and acts on reviews of open service requests.
- Identifies and resolves gaps in customer expectations versus actual service levels.
- Negotiates the terms of deliverables, service level agreements, and expectations.
- Verifies client satisfaction and keeps customers informed.

**Customer Retention**: Knowledge of customer retention; ability to implement effective strategies and activities that promote long-term customer loyalty.
- Level Expert Knowledge: _
- Performs various customer retention activities in current role.
- Researches types of interactions and direct customer communications that encourage repeat business.
- Explains rationale behind existing and desired customer retention metrics.
- Assists in the implementation of new or revised customer loyalty programs.
- Gathers and interprets data related to customer purchase behaviors and patterns.
- Level Expert 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.

**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 Working Knowledge: _
- Investigates, troubleshoots and resolves technology failures.
- Studies VOIP, CTI, ACD, and other technologies; analyzes their potential impact on operations.
- Conducts product knowledge training for new associates.
- Works as a contributor to or a member of a call center management team.
- Monitors key