Customer Services Analyst

Caterpillar is the worlds leading manufacturer of construction and mining equipment diesel and natural gas engines industrial gasturbinesand diesel-electric locomotives. We are a leader and proudly have the largest global presence in the industries we serve.Our Logistics Center in Grimbergen is an indispensable linkinthe chain. From here we support our supply chain at every turn. Every day thousands of spare parts leave our warehouse for dealers and customers all over the world. Our Logistics Center is an essential hub for the Middle EastEuropeand Africa. We organizethe transportto these regions and provide a reliable after-sales service.

JOB PURPOSE:

As a member ofthe Dealer Aftermarket Collaborationteam(DAC)you make sure dealer first line supportis available at all timeson customer service and order processing issues.Each Customer Service Representative isassignedanumber ofdealerships.On a daily basisyou are in touch with dealers by phone or electronic communication.You collaborate withdifferent departments both in Grimbergen and in other Cat facilities worldwide.

JOB DUTIES:

• Conductingdealer calls and interpreting dealer inquiries sent through thePartsVizapplication.

• Problem resolutionwitha strong senseof urgency.

• Providingtraining to dealers on new installed programs and system enhancements.

• Scrutinizing Parts Distribution systems for valuable information on backorders.

• Ensuring dealer backorders are filled.

• Giving quick and customized feedback to Caterpillar dealers.

• Handing over complex files to other teams where needed.

NEEDED SKILLS:

• Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability toleveragethat information in creating customized customer solutions.

• Industry Knowledge: Knowledge of the organizations industry group trends directionsmajor issues regulatory considerations and trendsetters; ability to apply industry knowledge appropriately to diverse situations.

• Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accuratelyanalyzesituations and reach productive decisions based on informed judgment.

• Effective Communications: Understanding of effective communication conceptstoolsand techniques; ability to effectivelytransmit receive and accurately interpret ideas information and needs through the application ofappropriate communicationbehaviors.

• Negotiating: Knowledge of successful negotiation concepts and techniques; ability to negotiate successfully across the organization and with external vendors and clients in a constructive and collaborative manner.

• Relationship Management: Knowledge of relationship management techniques; ability toestablishand maintain healthy working relationships with clients vendors and peers.

BACKGROUND/EXPERIENCE:

• Being a team player at all times.

• Strong initiative taking andproblem solvingability.

• Able to work efficiently inabusy and challenging environment.

• Experience onCaterpillarpartsproductsprocesses & systemsispreferred.

• Good language skills in Dutch and English. Knowledge of other languages is a plus.

• ExcellentPC and software skills