Customer Services Coordinator

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.

At Caterpillar we work to help our customers build a better world. Without our team of talented bright and driven individuals we wouldnt be the Caterpillar we are today. Now this is your chance to join our team and do work that matters. We want you to help us enable customer success make progress possible around the world and help our communities grow and thrive. We are looking for a dynamic organized self-starter to join our Product Support and Logistics Division as a Customer Services Coordinator in Champaign IL or Morton IL.

OurProduct Support and Logistics Division (PSLD)is one of the most innovative divisions within PSLD as within all of Caterpillar our priority is ourcustomers and helping them build a better world. PSLD is responsible for the worldwide distribution of Cat aftermarket parts integrated logistics and global service to develop and support our global dealer network and customers.

Werecommittedto our customers who build a better world with our products services and solutions. We understand and show the value of why they should always choose us. Were exploring new ideas and opportunities innovatingto discover the breakthroughs necessary for tomorrows growth.

Job Summary:

• As a Customer Services Coordinator you will deliver & enhance customer satisfaction by assisting customers with orders and the timely receipt of product whilst also driving incremental sales with the assigned customer base. Providing technical information entering and expediting orders whilst handling customer problems with professionalism and diplomacy to deliver an exceptional Customer Experience.

Additional Info:

• This role is located in Champaign IL or Morton IL and does not offer relocation

• This role is 1st shift

• This role is 100% on-site with no opportunity for hybrid or remote schedules

• This role requires up to 5% domestic travel

What You Will Do:

• First point of team contact when a situation arises and when the supervisor is not available or out of office

• Leading team trainings and assisting with onboarding of new hires

• Presenting in customer meetings when coverage is needed

• Completing tasks and projects assigned by the Customer Service Supervisor

• Ownership of the Business Common Goal Agreements with Customers determining action plans for improvements

• Acting as the Business initial interface with the Customer ensuring relationships are developed and queries resolved with pace

• Accountability for Managing Customers past due current and future orders

• Ownership of any root cause and corrective action analysis required

• Responsive at pace to customer queries & required technical support

• Coordinate and collaborate globally and regionally with supply chain operations and quality teams

What You Have (Required Skills):

• 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.

• 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.

• 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.

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

• 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.

What Will Put You Ahead (Preferred Skills):

• 2 years in a customer service facing role

• Moderate computer skills (Microsoft Office Suite)

• General knowledge of Order Entry

• Solution-driven mindset

• Associates degree preferred

• Close attention to detail and accuracy

• Experience leading teams

• Project management experience

What You Will Get:

• Through it all we areone team creating and delivering world-class components and solutions superior to the competition.

• Learn more about theCaterpillar Experience.

Summary Pay Range:

Compensation and benefits offered may vary depending on multiple individualized factors job level market locationjob-related knowledge skills individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits:

Subject to plan eligibility terms and guidelines. This is a summary list of benefits.

• Medical dental and vision benefits*

• Paid time off plan (Vacation Holidays Volunteer etc.)*

• 401(k) savings plans*

• Health Savings Account (HSA)*

• Flexible Spending Accounts (FSAs)*

• Health Lifestyle Programs*

• Employee Assistance Program*

• Voluntary Benefits and Employee Discounts*

• Career Development*

• Incentive bonus*

• Disability benefits

• Life Insurance

• Parental leave

• Adoption benefits

• Tuition Reimbursement

* These benefits also apply to part-time employees

Posting Dates:

Any offer of employment is conditioned upon the successful completion of a drug screen.

Caterpillar is an Equal Opportunity Employer Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.

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