Customer Services Specialist-1

Career Area: Product Support Job Description: Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you're 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 don't 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.

Definition Provides first line of support, coordination of services, problem resolution and/or recommendations on selected products and services.

Addressing minor coverage issues and resolving minor complaints. Ensuring all customer communication is clearly documented. Answering inbound customer service inquiries. Providing health analysis or troubleshooting and redirecting them when appropriate. Identifying issues and determining appropriate course of action for effective resolution. Processing results from analysis of technical data Understand prime product or component health or status, if action is needed, and required next steps.

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. 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 organization's data based on requirements. Documents data from various sources and in various formats. Utilizes basic data collection and evaluation tools and techniques. 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. 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 Basic Understanding:  Explains the roles and responsibilities of a consultant. Lists the typical phases of a consulting assignment or project. Presents a professional image, especially when dealing with customers. Describes the consulting process and relationship with clients. 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 Basic Understanding:  Explains characteristics and steps in an effective decision-making process. Identifies issues and communicates with others when a decision needs to be made. Names decision makers in own environment and cites examples of past decisions. Describes types of