Customer Services Coordinator

Caterpillar•Champaign, IL

1d•Onsite

About The Position

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. At Caterpillar, we work to help our customers build a better world. Without our team of talented, bright and driven individuals, we wouldn’t 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. Our Product Support and Logistics Division (PSLD) is one of the most innovative divisions within Caterpillar. In PSLD, as within all of Caterpillar, our priority is our customers 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. We’re committed to 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. We’re exploring new ideas and opportunities – innovating to discover the breakthroughs necessary for tomorrow’s growth. 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

Requirements

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.

Nice To Haves

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

Responsibilities

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 Customer’s 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