Customer Relations Representative

Your Work Shapes the World at Caterpillar Inc.

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 wholeself matters.

When you join Caterpillar youre 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 dont 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 worlds leading manufacturer of construction and mining equipment offhighway diesel and natural gas engines industrial gas turbines and dieselelectric 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 to learn more about Cat Financial.

Role Definition
Responds to customer inquiries by resolving general customer issues.

Responsibilities
Addressing account inquiries and resolving customer complaints.
Providing troubleshooting support and redirecting when appropriate.
Understanding of financial products and ability to collaborate with other business units.
Ensuring all customer communication is clearly documented.

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 Extensive Experience:
Facilitates creation of the right products and services to resolve customer business issues.
Fosters strong customer relationships via delivery on commitments open communication and ongoing feedback/improvement.
Advises others on creating customer focused environments in various scenarios.
Anticipates customer needs focusing efforts to proactively meet needs and exceed customer expectations.
Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.
Communicates and models the criticality of customer focus as an organizational strategy.

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 Working Knowledge:
Follows proper data gathering and analysis processes and policies.
Reports problems that arise in the data collection process.
Participates in gathering and analyzing an organizations data based on requirements.
Documents data from various sources and in various formats.
Utilizes basic data collection and evaluation tools and techniques.

Office Support Tools: Knowledge of commonly used office hardware software and equipment; ability to use the tools available at the desktop (for example: word processing email presentation software and spreadsheets.)
Level Working Knowledge:
Describes the benefits and relative strengths of tools for a specific application.
Demonstrates some advanced functions of at least one product.
Performs firstlevel problem resolution before seeking help elsewhere.
Helps colleagues with desktop tools where necessary.
Works with all basic officesupport products.

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 customers esteem of the organization.

Decision Making and Critical Thinking: Knowledge of the decisionmaking process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
Level Working Knowledge:
Applies an assigned technique for critical thinking in a decisionmaking process.
Identifies obtains and organizes relevant data and ideas.
Participates in documenting data ideas players stakeholders and processes.
Recognizes clarifies and prioritizes concerns.
Assists in assessing risks benefits and consideration of alternatives.

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 Extensive Experience:
Reviews others writing or presentations and provides feedback and coaching.
Adapts documents and presentations for the intended audience.
Demonstrates both empathy and assertiveness when communicating a need or defending a position.
Communicates well downward upward and outward.
Employs appropriate methods of persuasion when soliciting agreement.
Maintains focus on the topic at hand.

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 factfinding techniques and diagnostic tools to identify problems.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients vendors and peers.
Level Working Knowledge:
Provides prompt and effective responses to client requests and interactions.
Monitors client satisfaction levels on a regular basis.
Alerts own team to problems in client satisfaction.
Differentiates the roles and responsibilities in a business relationship.
Works with clients to address critical issues and resolve major problems.

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. It is expressly not intended to be a comprehensive list of essential job functions as that term is defined by the Americans with Disabilities Act.