Customer Support Rep

**Career Area**:Finance**:
What matters most to you? Is it being part of a strong team? Supporting your family? Solving global problems? You can do these and more at Caterpillar; where your work enables progress around the globe, and you contribute to meaningful work. Together, we can build what matters

**About SPM Oil and Gas**

SPM Oil and Gas provides superior products and service solutions to Oil & Gas customers in upstream, production, transportation, refining and related industries. The team works hard to create lifelong customer relationships, supplying comprehensive product & service solutions for the Oil & Gas industry and setting the standard for excellence in the segment.

JOB DUTIES: The incumbent in this job prepares to take on the increased responsibilities of a more senior role in processing and will begin to gain an understanding of customer needs. Also becomes increasingly familiar with the company’s processes, systems and methodologies. The supervisor typically directs work. Decisions made by this position are more routine and with limited risk issues. Challenges include meeting expectations in delivering results, learning to consider alternative courses of actions, making timely decisions and developing communication skills.
- Resolves customer requests by use of knowledge, FAQ database, scripts, tools, computer systems and necessary resources.
- Reviews and researches requests identifying complex or problematic requests and directing appropriate issues to senior level team members.
- Meets established quality and volume goals by gathering complete information, providing accurate information, entering accurate data into required systems, and maintaining prompt response rates. Participates in quality improvement projects identifying areas for process simplification and efficiency.
- Ensures every customer interaction is positive by providing consistent information in a courteous, friendly demeanor.
- The position manages the completion of its own work assignments and coordinates work with others.

Typical internal customers include various contacts throughout the Caterpillar organization. Work generally follows established procedures and patterns with review in progress and at completion. Impacts key quality goals including Customer Satisfaction, Continuous Improvement, Timeliness, Accuracy, Efficiency, Cost Savings, Process Quality, etc.

Employee may also be responsible for performing other job duties occasionally as assigned.

BACKGROUND/EXPERIENCE: Requires familiarity business related issues and basic computer skills. The incumbent must be familiar with the organization being served and have basic problem-solving skills to identify solutions. The ability to maintain confidentiality and excellent interpersonal communication skills are required. The position typically requires a high school diploma with some advanced education preferred. In addition, one year of progressive job-related experience is required.

**Employee benefit details**

Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world.

Here you earn more than just a salary because we value your performance. We offer a total rewards package that provides benefits on day one (medical, dental, vision, RX, and Pension) along with the potential of an annual bonus.

Additional benefits include paid vacation days and paid holidays (prorated based upon hire date).

**Final details**

Caterpillar is an Equal Opportunity Employer (EEO).

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