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Job Information

Caterpillar, Inc. Customer Service Coordinator in Fort Worth, Texas

Career Area:

Marketing / Sales / Product Support

Job Description:

WE BUILD WHAT MATTERS

What matters most to you? Is it being part of a strong team? Supporting your family? Solving global problems? You can do these and more at Caterpillar; where your work enables progress around the globe, and you contribute to meaningful work. Together, we can build what matters!

About Caterpillar

With 2020 sales and revenues of $41.7 billion, Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, diesel and natural gas engines, industrial gas turbines, and diesel-electric locomotives. Since 1925, we’ve been driving sustainable progress and helping customers build a better world through innovative products and services. Throughout the product life cycle, we offer services built on cutting-edge technology and decades of product expertise.

About SPM Oil and Gas

SPM Oil and Gas provides superior products and service solutions to Oil & Gas customers in upstream, production, transportation, refining and related industries. The team works hard to create lifelong customer relationships, supplying comprehensive product & service solutions for the Oil & Gas industry and setting the standard for excellence in the segment.

What will Caterpillar do for you?

When you join Caterpillar SPM Oil and Gas, you are joining a team of makers, innovators and doers. We are the people who roll up our sleeves and do the work to build a better world. We don’t just talk about progress and innovation. We make it happen. And we are proud of that, because it helps our customers build and power the world we live in – the roads, hospitals, homes and infrastructure. Without a dedicated workforce Caterpillar could not effectively meet our customer’s needs. Join us.

JOB DUTIES:

This is the entry-level position in a 4-position customer service career progression consisting of Customer Service Coordinator, Customer Service Account Rep, Sr Customer Service Acct Rep, and Customer Service Leader positions. Primary interface with dealers and customers on product inquiries and order entry. Dealers and customers provide general product information, and the incumbent researches the given information and enters it into a system. If ordered items are not available, this position enters the supply and demand issues into the system, modifies the order, and works with the sourcing group to obtain needed parts. Researches and prepares customer and dealer quotes for componentry for non-Cat equipment utilizing research from existing technical libraries and supplier contacts.

This position is the initial point of contact for the dealer and end-user on customer service and order process issues. Each incumbent is assigned as the primary contact point for 10-12 dealers however the Customer Service Account Rep, Sr Customer Service Acct Rep, and Customer Service Leader positions address the more complex dealer and customer inquiries as necessary. Activities include problem resolution, product information, and orders status inquiries. This position resolves as many problems and inquiries as possible, commensurate with skill level and experience. The incumbent may also provide customers limited special price assistance based on guidelines provided by the Customer Service Leader position. Issues beyond the incumbent's skill level or authority are referred to the Customer Service Leader and other areas such as Engineering.

Incumbents review parts return and stocking policies, and explain the policies to dealers and customers assuring parts are returned for legitimate reasons.

The position manages the completion of its own work assignments.

The Customer Service Leader provides general instructions on what needs to be done, when it needs to be done and how it is typically done. The jobholder knows in advance the details of what needs to be done to serve customers and the standard procedures in place to accomplish it. They can change different parts of the standard approach to serve customers best, but cannot add or delete procedures without approval. Reviews work as it is being done and after it is completed. Impacts key quality goals including Customer Satisfaction, Timeliness, Accuracy, Efficiency, Cost Savings, Process Quality, Part Quality, etc. The position meets or exceeds quality standard set for the measure(s) stated.

Basic Qualifications:

  • 2 years of technical school, an apprenticeship program, a junior college diploma, or the equivalent experience.

  • One to three years of job-related experience.

  • Knowledge of various Caterpillar products, product applications, or merchandising programs.

  • Good human relations skills are required to develop a cooperative work relationship with others inside and outside the department.

Top candidates will also have:

  • Intermediate Excel skills

Employee benefit details:

Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world.

Here you earn more than just an hourly wage because we value your performance, we offer a total rewards package that provides day one benefits along with the potential of annual bonuses.

Additional benefits include paid vacation days and paid holidays (prorated based upon hire date).

  • Medical, dental, and vision coverage​

  • Paid time off plan (Vacation, Holiday, Volunteer, Etc.)​

  • 401k savings plan​

  • Health savings account (HSA)​

  • Flexible spending accounts (FSAs)​

  • Short and long-term disability coverage​

  • Life Insurance​

  • Paid parental leave​

  • Healthy Lifestyle Programs​

  • Employee Assistance Programs​

  • Voluntary Benefits (Ex. Accident, Identity Theft Protection)

Relocation assistance is not available for this position. Any relocation costs incurred would be the responsibility of the selected applicant.

This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as H, L, TN, F, J, E, O.

As a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website at www.caterpillar.com/careers . #LI

EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

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