Customer Services Analyst

As a member of the Dealer Aftermarket Collaboration team (DAC), you make sure dealer first line support is available at all times on customer service and order processing issues. Each Customer Service Representative is assigned a number of dealerships. On a daily basis, you are in touch with dealers by phone or electronic communication. You collaborate with different departments, both in Grimbergen and in other Cat facilities worldwide.

JOB DUTIES:

• Conducting dealer calls and interpreting dealer inquiries sent through the PartsViz application.
• Problem resolution, with a strong sense of urgency.
• Providing training to dealers on new installed programs and system enhancements.
• Scrutinizing Parts Distribution systems for valuable information on backorders.
• Ensuring dealer backorders are filled.
• Giving quick and customized feedback to Caterpillar dealers.
• Handing over complex files to other teams, where needed.

NEEDED SKILLS:

• 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.
• Industry Knowledge: Knowledge of the organization’s industry group, trends, directions, major issues, regulatory considerations, and trendsetters; ability to apply industry knowledge appropriately to diverse situations.
• Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
• 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.
• Negotiating: Knowledge of successful negotiation concepts and techniques; ability to negotiate successfully across the organization and with external vendors and clients in a constructive and collaborative manner.
• Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

BACKGROUND/EXPERIENCE:

• Being a team player at all times.
• Strong initiative taking and problem solving ability.
• Able to work efficiently in a busy and challenging environment.
• Experience on Caterpillar parts products, processes & systems is preferred.
• Good language skills in Dutch and English. Knowledge of other languages is a plus.
• Excellent PC and software skills