Customer Service Representative

Career Area: Finance 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.

Caterpillar Financial is Caterpillar's wholly owned captive finance company, headquartered in Nashville, Tennessee. Our mission is to solve our customers’ toughest challenges. Caterpillar Mining Finance is a global team within the Structured Finance business unit of Cat Financial and   is responsible for   facilitating   the mining equipment financing requirements of Caterpillar’s Resource Industry customers   through the use of   structured equipment finance and corporate debt facilities. Customers include global mining houses, mining services   providers   and junior/startup mining companies.

The role of the Customer Services   Representative   p rovides   first   line of support   for customer enquiries, coordinat es responses and   assists   in resolving issues.     Responsib ilit ies   Addresses and resolves customer concerns and enquiries.   Ensures   all customer communication is clearly documented.   Facilitates daily banking and cash application.   Identifies   issues and determines   appropriate course   of action for effective resolution.   Executes standard customer service processes. Maintains customer accounts and relationships.   Oversees the preparation and analysis of monthly portfolio reports, ensuring accuracy and insightful data presentation.   Collaborates with Account Managers and customers to provide   timely   resolution of past due accounts, end of lease processing and customer requests while providing world-class customer service.   K ey   Skills Required:   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   customised   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.   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.   Decision Making and Critical Thinking:   K nowledge of the decision-making process and associated tools and techniques; ability to accurately analyse situations and reach productive decisions based on informed judgment.   Effective Communications:   Understanding effective communication concepts,   tools   and techniques; ability to effectively   transmit , receive, and accurately interpret ideas, information, and needs through the application of   appropriate communication   behaviours .   Listening:   Knowledge of effective listening issues and techniques; ability to gather, clarify, and apply information transmitted verbally, while   exhibiting   a genuine interest toward the speaker.   Problem Solving:   Knowledge of approaches, tools, techniques for recognising,   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.     Qualifications and Experience:   University degree or equivalent