Customer Services Representative (12 Month Contract Role)

Career Area:

Enterprise Cross Functional

:

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.

PRINCIPAL DUTIES AND RESPONSIBILITIES: Responsibilities vary but may include various combinations of the following duties:

1. Responds to customer needs by resolving general customer issues such as calculating interest paid, account reconciliation, answering general payment questions, providing credit references, loan balance confirmations, creating amortization schedules, updating customer maintenance records, identifying contract booking errors, and issuing copies of documents.

2. Calculates contract buyouts and communicates them to the requesting party, ensuring accurate input of accounting data and timely processing.

3. Performs general account maintenance such as late charge waiver and address changes.

4. Responds to customer needs and works to develop relationships with Caterpillar dealers and Territory Managers.

5. Resolves termination and adjustment grief.

6. Reconciles customer accounts.

7. Researches and evaluates more specific customer issues, develops an overall understanding of the business and refers customers to the appropriate department within for problem resolution

8. May be responsible for basic reconciliations on customer's accounts as requested and per business need.

9. Assists in the customer satisfaction process, including reviewing customer satisfaction surveys and providing follow-up to customers with outstanding issues.

10. Works to develop relationships with Caterpillar dealers, Territory Managers, and other teams.

11. Participates in accomplishment of lean and continuous improvement objectives for the department. Progress towards the accomplishment of these is measured through maintenance of necessary measurements and analysis of associated data. Participates in the identification of problem areas and development of resolutions to address them.

12. Understands the Harassment policy of the company and is responsible for its application in all aspects of employment.

JOB REQUIREMENTS:

SKILLS, ABILITIES, AND KNOWLEDGE:

1. Knowledge of financing principles and products.

2. Knowledge of Customer Services concepts and techniques.

3. Knowledge of accounting principles and the ability to verify accuracy and completeness of such information.

4. Knowledge of and the ability to apply data collection and analysis skills.

5. Ability to contact customers via telephone system and email.

6. Ability to be a committed student of the business; seek knowledge and experience to benefit current performance and prepare for future advancement.

7. Ability to nurture strong working relationships with other personnel, territory managers, and dealer personnel.

8. Ability to work efficiently guided by the priorities set by management; strives for continuous improvement in performance of duties.

9. Ability to learn and practice policies and procedures.

10. Ability to work together with colleagues to achieve unit goals without losing perspective of overall goals.

EDUCATION/EXPERIENCE: A 3-year college or university degree in any discipline is recommended. Equivalent experience may be substituted for education.

This is a 12-month contract position with Caterpillar Financial Australia Limited. Candidates that perform well will have the opportunity to extend their contract or apply for permanent positions as they become available.

Posting Dates:

March 21, 2024 - April 12, 2024

Caterpillar is an Equal Opportunity Employer (EEO).

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