Career Area:
Marketing / Sales / Product Support
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.
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 Financial
Cat 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 CatR dealers for machines, engines, SolarR 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 Definition
Champion a customer culture and facilitate the design and execution of programs and processes that help the organization understand and create impactful and positive experiences.
Responsibilities
- Collaborate among diverse customers, dealers and employees to ensure that Caterpillar delivers a seamless, consistent and positive experience.
- Examine existing experiences - customer, employee, or dealer and CRM practices in terms of people, processes, technology, and data; identifying priorities for change.
- Lead the design and development of innovative and empathetic experiences by creating and maintaining journey maps, personas, and other design artifacts.
- Develop and implement user-centered design methodologies to improve various touchpoints, from digital to in-person interactions.
- Drive the continuous improvement of existing services, processes, and technology by identifying opportunities for enhancement and optimization.
- Analyze needs and make recommendations for additional products, services or technology that will deliver seamless and impactful experiences, enhancing satisfaction, productivity, or profitability.
Skill Descriptors
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.
Level Working Knowledge:
- Champions and communicates the importance of customer needs/expectations and commits to resolving them.
- Researches and verifies customer needs and expectations.
- Solicits customer feedback and drives improvement opportunities.
- Helps link organizational objectives to customer needs and expectations.
- Meets regularly with the customer insights team and customers to understand wants, needs and expectations.
Creativity: Knowledge of the approaches, tools, and techniques for promoting creative, original thinking and ability to apply it to a variety of business situations.
Level Working Knowledge:
- Shares ideas and is open to other opinions and views.
- Analyzes own assignments and work environment for creative changes.
- Exhibits interest in new ideas and experimentation.
- Contributes to and encourages new ideas; builds on suggestions of others.
- Explores possibilities and their viability.
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 Working Knowledge:
- Delivers helpful feedback that focuses on behaviors without offending the recipient.
- Listens to feedback without defensiveness and uses it for own communication effectiveness.
- Makes oral presentations and writes reports needed for own work.
- Avoids technical jargon when inappropriate.
- Looks for and considers non-verbal cues from individuals and groups.
Influencing: Knowledge of effective influencing tactics and strategies; ability to impact decisions within and outside own organization.
Level Working Knowledge:
- Develops basic persuasive arguments.
- Discusses organizational culture around providing input on decisions.
- Uses active listening skills and probing techniques to surface opportunities to influence.
- Identifies who the decision makers are and how they receive information.
- Regularly presents ideas or suggestions to associates in persuasive terms.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, peers and stakeholders.
Level Working Knowledge:
- Provides prompt and effective responses to client requests and interactions.
- Monitors client satisfaction levels on a regular basis.
- Alerts own team to problems in client satisfaction.
- Differentiates the roles and responsibilities in a business relationship.
- Works with clients to address critical issues and resolve major problems.
Strategic Thinking: Knowledge of the importance of "big picture" thinking and planning; ability to apply organizational acumen and competitiveness to identify and maintain focus on key success factors for the organization.
Level Working Knowledge:
- Implements the group's go-to-market strategy.
- Raises awareness of potential strategic alliances and partnerships.
- Explains elements of the strategy to others and encourages questions.
- Monitors marketplace trends, opportunities, and vulnerabilities; reports findings.
- Makes sound recommendations when faced with complex and contradictory alternatives.
Vendor/Supplier Management: Knowledge of external provider management processes and ability to effectively manage the business relationship with external providers (e.g. vendors, service providers, contractors, consultants and suppliers).
Level Working Knowledge:
- Works with vendors to assure that products or services are delivered to time and quality specifications.
- Provides feedback on vendor performance to responsible contract administrators.
- Resolves routine issues or problems with vendors in organization's best interest.
- Identifies communications bottlenecks and recommends appropriate solutions.
- Builds effective working relationships with counterparts in vendor or supplier's organization.
Customer Experience Management: Knowledge of customer experience management; ability to implement strategies and techniques used to ensure that customers have a positive experience with the organization's products and services at every touch point.
Level Working Knowledge:
- Gathers data related to customers' experiences with the organizations products and services.
- Researches examples of CEM implementations in different industries or environments.
- Participates in the improvement of a specific aspect of the customer experience.
- Follows-up with customers to answer questions and ensure satisfaction with recent purchases.
- Reviews competitor products to seek opportunities for differentiation in the eyes of the customer.
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
Relocation is available for this position.
Visa 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.
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) .
There's more to work at Caterpillar than just the work itself. We hire smart, friendly people and it shows in our culture. We hold ourselves to high standards and make sure our values of integrity, excellence, teamwork, commitment and sustainability come to life in the way we work. We make sure our employees feel continuously challenged while also supported. We provide professional growth opportunities, including leadership programs. We celebrate the diversity of our team, while also working together as one Caterpillar.
Our culture, like everything at our company, is made possible by each employee's contribution. Person by person, we create the environment we work in, and we are proud of the Caterpillar we've built.
