Customer Services Analyst

Caterpillar • Grimbergen, Belgium • 2d ago

Career Area:

Sales

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 is the world’s leading manufacturer of construction and mining equipment, diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. We are a leader and proudly have the largest global presence in the industries we serve. Our Logistics Center in Grimbergen is an indispensable link in the chain. From here we support our supply chain at every turn. Every day, thousands of spare parts leave our warehouse for dealers and customers all over the world. Our Logistics Center is an essential hub for the Middle East, Europe and Africa. We organize the transport to these regions and provide a reliable after-sales service.

JOB PURPOSE:

As a member of the Dealer Aftermarket Collaboration team (DAC), you make sure dealer first line support is available at all times on customer service and order processing issues. Each Customer Service Representative is assigned a number of dealerships. On a daily basis, you are in touch with dealers by phone or electronic communication. You collaborate with different departments, both in Grimbergen and in other Cat facilities worldwide.

JOB DUTIES:

Conducting dealer calls and interpreting dealer inquiries sent through the PartsViz application.

Problem resolution, with a strong sense of urgency.

Providing training to dealers on new installed programs and system enhancements.

Scrutinizing Parts Distribution systems for valuable information on backorders.

Ensuring dealer backorders are filled.

Giving quick and customized feedback to Caterpillar dealers.

Handing over complex files to other teams, where needed.

NEEDED 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.

Industry Knowledge: Knowledge of the organization's industry group, trends, directions, major issues, regulatory considerations, and trendsetters; ability to apply industry knowledge appropriately to diverse situations.

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.

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.

Negotiating: Knowledge of successful negotiation concepts and techniques; ability to negotiate successfully across the organization and with external vendors and clients in a constructive and collaborative manner.

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

BACKGROUND/EXPERIENCE: