Customer Service Representative

**Career Area**:Manufacturing & Supply Chain
**The Customer Support Representative (CSR) role is to deliver and enhance customer satisfaction by assisting customers with orders and the timely receipt of product whilst also driving incremental sales with the assigned customer base. Entering and expediting orders whilst handling customer problems with professionalism and diplomacy to deliver an exceptional Customer Experience.

This is the entry position in the Customer Service Representative path and can further evolve towards a senior role, which will cover more than one desk.

The CSR will be responsible to document dealer calls and interpret dealer inquiries which are sent through the Customer Inquiry Database/ Partsviz. While scrutinizing Parts Distribution systems for valuable information on backorders, the CSR will ensure the dealer backorders are filled. Based on the resolution, the CSR will give customized feedback to the dealer or pass the information and issue to other team members or departments.

Activities include but are not limited to standard problem resolution, product information, orders status inquiries, consideration of supplier/processor direct shipments; higher or lower levels of support (groups or disassembly), acquiring material from production facilities, and dealer return material.

This position resolves as many problems as needed, corresponding with skill level and experience. Gathers pertinent data, analyzes and determines the best method of satisfying the customer with parts availability, estimated ship date, shipping information, replacement parts, part cancellations, grief parts, direct shipments from supplier, tracking of shipments and rerouting special carrier pickups daily.

Issues beyond the incumbent's skill level or authority are referred to the Customer Services coordinator and other areas such as Engineering for technical inquiries.

Employee is also responsible for performing other job duties as assigned by Caterpillar management from time to time. Employees may also be required to work outside of the normal work hours.

Limited travel required (Less than 5% of working time).

The position will rely on the coordinator or supervisor to plan their workload.

**Recommended KPI’s (Tier 1 Metrics)**
- Availability: Service performance
- Backorders: $ and age
- Customer Satisfaction on cases: time to First touch and resolution
- Estimated Ship dates (ESD)

**Skills & Capabilities**
- Interpersonal & Relationship Building
- Collaborates & Connects with Others
- Organizational, Time Management & Prioritization
- Analytical Problem Solver & Root Cause Analysis
- Demonstrates accountability for customer success
- Communicate with Clarity

**Competencies - Business & Behaviors**:

- Grow & Embrace Change
- Drive Improvement
- Serve the Customer
- Deliver on Commitments
- Live our Values
- Functional & Technical Skills

**BACKGROUND/EXPERIENCE**:

- The position is a starting position, for diploma and / or higher educational qualifications.
- Personal computer skills are required and familiarity with various software packages are a plus.
- This role requires knowledge of Cat parts systems (ANTARES, SPM, etc.), Investigative skills for root cause analysis.
- Ability to handle dealer concerns and complaints effectively and negotiate best solution among many parties involved.
- Good human relations/negotiation and language skills are required to develop a cooperative work relationship with others inside and outside the department.

**LOCATION**:
Queensland / Melbourne

Caterpillar is an Equal Opportunity Employer (EEO).

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