Service Parts Specialist

Product Support

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.

Role Definition: Create customer quotations, sales and service orders per company procedures for aftermarket parts, ensuring alignment to freight and delivery terms. Collaborate with internal and external personnel to ensure timely order execution.

Responsibilities:

• Analyzes orders, correspondence and documents to ensure compliance with company procedures, regulatory restrictions, freight terms, payment terms, shipping marks, or special instructions.
• Collaborates with internal and external partners to ensure order fulfillment and escalates situations to leadership when necessary.
• Provides assistance in day-to-day operational issues and to other team members. Develops best practices.

Degree Requirement: Degree or equivalent experience desired

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.

• Focuses activities on developing and maintaining positive customer relationships.
• Discusses general differences between internally and externally focused organizations.
• Cites the cost and benefits of good versus poor customer service.
• Explains why customer satisfaction is important to successful product/service delivery.

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.

• Cites personal experiences of receiving excellent customer service.
• Describes examples of poor, mediocre, and excellent service.
• Explains how managing customer perceptions and expectations enhances customer service.
• Describes several important business benefits of providing high quality service.

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.

• 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.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

• Provides examples of the characteristics of effective business relationships.
• Identifies key business relationships in own organization.
• Describes the nature of a productive business relationship.
• Explains the benefits of building business partnerships.

Knowledge of a Specific Customer Support Function: Knowledge of tools and methods of providing support to customer and ability to assist customers with a specific type of support.

• Defines when escalation is and is not appropriate.
• Collects information regarding specific customer support cases.
• Locates and interprets support activity and analysis reports.
• Identifies the key support services provided to the customer.

Sales Support and Administration: Knowledge of sales tasks, tools and procedures; ability to support an organization's sales plan and process.

• Responds to basic customer queries in a professional manner.
• Prepares all oral and written materials, including contracts, proposals and presentations.
• Reports problems that are associated with sales administration.
• Maintains customer and sales-related documentation in line with record-keeping requirements.
• Provides support to sales employees according to their selling needs.

Value Selling: Knowledge of the principles and practices for selling products, technology and services; ability to provide overall product/service 'value' and to differentiate support offerings that address clearly understood customer needs.

• Presents product, technology or service costs and benefits in reaction to prospect or customer requests.
• Describes general concepts, practices and benefits of value-based versus product selling.
• Documents proposed product/service solutions to be presented to potential customers.
• Pursues additional 'value selling' education or training to enhance traditional sales practices.

Microsoft Office: Knowledge of Microsoft Office; ability to use the features and functions in Microsoft Office products.

• Uses basic features of two or more Office applications.
• Differentiates trade-offs between using Word and PowerPoint for developing a presentation.
• Operates basic Microsoft desktop applications to achieve certain requirements.
• Converts Word tables to an Excel spreadsheets and vice-versa.
• Compares the key differences between current and prior releases of Office.

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.

Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply.