Digital Operations Representative

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar yourejoining 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 dontjust 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.

Role Definition
Manages processes and initiatives associated with Digital and dealer/customer related strategies to ensure dealers deliver superior customer experience and business growth.

Responsibilities
Governs dealer execution of several strategically important Digital initiatives to support business growth while working with various stakeholders to drive adoption of new technology.
Enables revenue growth by ensuring dealers continue to grow their connected assets population and e-commerce customer adoption.
Actively supports dealers by being a trusted advisor on Digital projects prioritization ensuring resources are allocated to execute accordingly.
Leads processes improvement on areas such as data management platform deployment and technology adoption to deliver the best customer experience.
Supports the development and manages implementation of internal/external adoption and communication strategies for new products technology platforms and applications.

Competency 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.

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 Working Knowledge:
Provides a quality of service that customers describe as excellent.
Resolves common customer problems.
Responds to unexpected customer requests with a sense of urgency and positive action.
Provides direct service to internal or external customers.
Documents customer complaints in a timely manner.

Collaborating: Knowledge of collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative manner.

Level Working Knowledge:
Demonstrates experience participating in productive collaborative processes.
Under guidance initiates collaborative meetings.
Assists in communicating shared goals with diverse groups and parties.
Helps promote collaboration across generations functions regions and levels.
Helps solve business problems and meet business goals through collaborative processes.

Consulting: Knowledge of techniques roles and responsibilities in providing technical or business guidance to clients both internal and external; ability to apply consulting knowledge appropriately.

Level Working Knowledge:
Explains the requirements deliverables costs and criticalities of the assignment.
Participates in developing consulting opportunities or assignments.
Uses formal and informal means to keep client informed on progress and issues.
Carries out the agreed-upon consulting assignment in a professional manner.
Documents clients objectives and project scope.

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 Working Knowledge:
Applies an assigned technique for critical thinking in a decision-making 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 fact-finding 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.

Posting Dates:

Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply

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