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Caterpillar Inc

For more than 85 years, Caterpillar Inc. has been making sustainable progress possible and driving positive change on every continent. With 2011 sales and revenues of $60.138 billion, Caterpillar is the world's leading manufacturer of construction and mining equipment, diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. The company also is a leading services provider through Caterpillar Financial Services, Caterpillar Remanufacturing Services, Caterpillar ... Read More

Address      100 North East Adams Street Peoria, Illinois USA 61629
Website      www.cat.com
Holding      No Holding Details

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Commercial Analyst

Description
 
As a Customer Service Coordinator, you will interface with dealers and customers to achieve the business plan and develop new parts opportunities and programs with after-market parts for all non-Caterpillar equipment.  This is accomplished through dealer support, customer service, order maintenance, and quote preparation.  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.
 
Job Duties/Assignments:

    *
      Primary interface with dealers and customers on product inquiries and order entry.  Dealers and customers provide general product information, and you will research the given information and enter it into a system.  If ordered items are not available, you will then enter the supply and demand issues into the system, modify the order, and work with the sourcing group to obtain needed parts.  You will research and prepare customer and dealer quotes for componentry for non-Cat equipment, utilizing research from existing technical libraries and supplier contacts.
    *
      Initial point of contact for the dealer and end-user on customer service and order process issues. You will be 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.  You may also provide customers limited special price assistance based on guidelines outlined by the Customer Service Leader position. Issues beyond your skill level or authority are referred to the Customer Service Leader and other areas such as Engineering.
    *
      Review parts return and stocking policies, and explain policies to dealers and customers assuring parts are returned for legitimate reasons.
    *
      Customer Service Leader will provide general instruction on what needs to be done, when it needs to be done and how it is typically done.  You will know in advance the details of what needs to be done to serve customers and the standard procedures in place to accomplish it.  You will be able to change different parts of the standard approach to serve customers best, but cannot add or delete procedures without approval.  You will review work as it is being done and after it is completed.  Key quality goals include Customer Satisfaction, Timeliness, Accuracy, Efficiency, Cost Savings, Process Quality, Part Quality, etc.  This position meets or exceeds quality standard set for the measure(s) stated.

 Qualifications
 
Required Qualifications:
 

    * Typically two years of technical school, an apprenticeship program, a junior college diploma, or the equivalent experience.
    * Knowledge of various Caterpillar products, product applications, or merchandising programs.
    * Personal computer skills and familiarity with various software packages may be required.
    * One to three years of job-related experience are typically required.

Other Job Information

Vacancy type:

Full Time

Contact Mode:

not provided

Fax:

309-675-6620

Contact Name:

not provided

Job Duration:

not provided

Phone:

309-675-1000

Email:

CATir@CAT.com

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