• Job Description

  Req#: R0000246782

  Career Area:

  Marketing

  Job Description:

  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.

  Caterpillar’s Building Construction Products (BCP) division is hiring a Customer Experience Specialist !

  Role Summary: Develop, create, and execute customer experience improvements throughout the Caterpillar and Dealer Network. Work includes an intense focus on serving the retail customer (customers owning less than 20 machines), and will drive updates and change to elevate the customer experience. An additional focus for this role would be to drive improvements in Customer Experience Training and development of Inside Sales Reps at dealerships to increase results in prime, rental, and aftermarket.

  
  What You’ll Do

  • Serve as the leader for customer experience strategy, insight, and execution throughout the customer journey for Caterpillar customers.

  • Drive Cat and Dealer collaboration on standards, metrics, and project plans aimed at improving the focus on customer experience.

  • Identify trends, competitive actions, and pull insights to drive customer experience improvements through construction industries.

  • Collaborate with sales and marketing teams to drive new process, training, and focus for customer experience, onboarding, and delivery.

  • Serve as the expert for customer expectations and satisfaction for the sales and service processes within the dealer network.

  • Review, consolidate, and analyze all competitive, market, and industry related information for the worldwide business with regards to customer expectation, satisfaction, and loyalty.

  • Produce a standard reporting structure for use by the sales and marketing teams to provide insights to the retail teams, marketing teams, product groups and other enterprise partners.

  • Coordinate voice of customer and voice of dealer projects, including support of the execution of regionalized customer and dealer meetings and panels.

  • Plan customer experience summit meetings with dealer groups.

  What You Have

  • A background in customer service, customer experience, or distribution, in the construction, powersports, automotive, or related industries.

  • A passion for understanding customer needs, developing customer focused strategies, and working to satisfy and delight customers.

  • Experience in supplier/dealer relationships, including sales location analysis, planning, inventory management and operations.

  • Experience in driving increased customer traffic while improving the customer experience resulting in increased sales and customer loyalty.

  • Extensive experience in roles where data gathering, data analysis, and data presentation skills were utilized regularly.

  • Strong collaboration skills and communication skills.

  • Strong organizational skills and ability to work with a variety of dealer and supplier leadership levels.

  • Exhibited customer experience or marketing/sales support experience.

  Top Candidates Will Also Have

  • Creativity and critical thinking to drive change.

  • Marketing, market research or statistics-related degree or equivalent experience.

  • Excellent analytical and communication skills.

  • Ability to design and manage projects.

  Additional Details

  • Work location: Cary, NC

  • Travel up to 35% may be required

  • Other domestic, regional locations within reasonable distance for regular onsite work in Cary, NC may be considered

  How We Support You (Employee Benefits)

  Our goal at Caterpillar is for you to have a rewarding career. We offer a total rewards package that provides day one benefits (medical, dental, vision, RX, and 401K) along with the potential of a yearly bonus. Additional benefits include paid vacation days and paid holidays (prorated based upon hire date).

  Your Work Shapes the World

  At Caterpillar, we believe each person is unique and valued, and are committed to ensuring that our workplace is diverse and representative of the many customers we serve around the globe. Different perspectives help us achieve our best work and come together to form a high-performing Caterpillar team that makes positive changes in the communities where we live and work.

  Relocation is available for this position.

  Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at www.caterpillar.com/careers.

  Posting Dates:

  March 18, 2024 - March 22, 2024

  Any offer of employment is conditioned upon the successful completion of a drug screen.

  EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

  Not ready to apply? Join our Talent Community.

• About the company

  Since 1925, Caterpillar Inc. has been helping our customers build a better world – making sustainable progress possible and driving positive change on every continent. With 2020 sales and revenues of $41.7 billion, Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, diesel and natural gas engines, industrial gas turbines, and diesel-electric locomotives. We do business on every continent, principally operating through three primary segments – Construction Industries, Resource Industries, and Energy & Transportation – and providing financing and related services through our Financial Products segment.

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