Career Area:FinanceJob 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.Your Work Shapes the World at Caterpillar Inc.Our common values and focus on inclusion and respect drive the decisions made by our company, teams and people. This is why we are committed to hiring and building diverse teams representative of the customers we serve globally. When you join our team, you can apply your unique life and job experiences and work in an environment where your ideas are heard, your contributions are celebrated, and your whole-self matters.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.About Cat FinancialCat Financial is a subsidiary of Caterpillar Inc., the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For more than 40 years, Cat Financial has provided a wide range of financing solutions to customers and Cat® dealers for machines, engines, Solar® gas turbines, genuine Cat parts and services. Headquartered in Nashville, Tennessee, Cat Financial serves customers globally with offices and subsidiaries located throughout North and South America, Asia, Australia, Europe and Africa. Visit cat.com to learn more about Cat Financial.Role DefinitionManages relationships, satisfaction scores, grows and maintains the business processes and workflows with a key group of customers or business partners.Responsibilities Ensuring up-to-date CRM information is maintained in customer database. Identifying and developing business relationships with key customers, key influencers, dealers and senior leaders, and establishing self as an expert resource. Management of resources to meet customer satisfaction target and corporate goals and metrics. Understanding of information systems processes and data flows.Degree RequirementDegree or equivalent experience desiredSkill DescriptorsIndustry 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.Level Extensive Experience: Educates others on own organization in terms of the industry - its market position, niche (if any), etc Compares and contrasts the latest developments and emerging issues in the industry. Raises coworkers' awareness of industry standards, practices and guidelines. Assesses how regulatory and reporting requirements apply to own organization. Explains the development of industry segments - trends, consequences, key issues. Discusses industry-specific cycles and associated considerations.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 Extensive Experience: Anticipates customers' needs and satisfies them proactively. Resolves complex customer complaints or problems. Teaches others how to deliver excellent customer service in a variety of settings. Applies the concept of 'Moments of Truth' to customer service. Participates in developing a variety of effective ways to deal with difficult customers. Recovers from a service failure in a way that enhances customer's esteem of the organization.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.Level Extensive Experience: Reviews others' writing or presentations and provides feedback and coaching. Adapts documents and presentations for the intended audience. Demonstrates both empathy and assertiveness when communicating a need or defending a position. Communicates well downward, upward, and outward. Employs appropriate methods of persuasion when soliciting agreement. Maintains focus on the topic at hand.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.Level Extensive Experience: Ensures negotiators have awareness of complementary yet diverse interests. Successfully completes significant negotiations, both internal and external. Details the risks of negotiation breakdown from each party's perspective. Protects own position, while demonstrating willingness to achieve win-win. Identifies similarities and differences in position and assesses impact on discussions. Detects and addresses lack of progress or a stalemate.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.Level Extensive Experience: Ensures capture of lessons to be learned from a problem-solving effort. Organizes potential problem solvers and leads problem resolution efforts. Uses varying problem-solving approaches and techniques as appropriate. Contributes to standard practices for problem-solving approaches, tools, and processes. Analyzes and synthesizes information and devises alternative resolution strategies. Develops successful resolutions to critical or wide-impact problems.CRM Strategy Design and Implementation: Knowledge of Customer Relationship Management (CRM); ability to design and run CRM applications to acquire, grow and retain profitable customer relationships.Level Extensive Experience: Facilitates integration of CRM strategies into business unit workflows. Cites prior experience in implementing CRM functions in multiple and diverse environments. Implements changes to business processes based on CRM methodology. Describes key benefits and shortcomings of existing CRM standards, policies and practices. Discusses CRM operational bottlenecks and challenges. Plays a key role in CRM build vs. buy solution decisions and vendor and product evaluations.Customer Relationship Management (CRM): Knowledge of Customer Relationship Management (CRM) concepts and strategies; ability to evaluate CRM applications and improve CRM business processes.Level Extensive Experience: Evaluates impact of CRM on organization's bottom line. Trains others on CRM approaches involving multiple business units. Conducts customer surveys or focus groups to gather insights into customer behaviors. Implements changes to business processes to fit organization's CRM methodology. Consults with the business units that have been or will be impacted by adopting CRM processes. Facilitates the integration of CRM best practices into established marketing channels.This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job. At the discretion of management, this description may be changed at any time to address the evolving needs of the organization. It is expressly not intended to be a comprehensive list of “essential job functions” as that term is defined by the Americans with Disabilities Act.#LI-HybridVisa Sponsorship is not available for this position. 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.Posting Dates:July 30, 2024 - August 6, 2024Any offer of employment is conditioned upon the successful completion of a drug screen.EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.Not ready to apply? Join our Talent Community (http://flows.beamery.com/caterpillarinc/talcom) .
Full-time