Job Title : Customer Services Supervisor

Category : Customer Service/Telemarketing / Receptionist

Caterpillar Inc. United Arab Emirates-State Not Specified-Dubai

Posted Date : 06/17/2016

Job Description :

Job Duties/Responsibilities may include, but are not limited to:

* Coordinate dealer meetings, visits & communication.
* Execute a bi-annual dealer survey and ensuing cross functional action plans.
* Act as central point of communication between dealers and distribution centre.
* Report performance metrics & actions plans to facing dealers and internally, such as Parts Availability, On time Shipping Performance, Shipping Quality, etc.
* Take accountability for facing dealers’ order fulfillment metrics to globally agreed targets, such as Average Backorder Age, Estimated Shipdate Velocity & Quality, etc, escalating where necessary to ensure optimal results for dealers’ orders & backorders.
* Work with facing dealers and Parts & Service Support Rep’s so as to ensure optimal parts availability, through optimal use of dealer ordering practices & priorities.
* Ensure dealers are trained in Caterpillar ordering and order fulfillment systems.
* Understand dealer requirements with regards to operations, customs and transportation and work with respective Caterpillar teams to strike the optimal balance between process standardization and dealer service.
* Coordinate with internal Caterpillar teams as required to anticipate and respond to dealers’ queries on service parts distribution.
* Responsible for parts order administration for facing dealers, including the setting up & maintenance of dealer codes, datasheets and shipping instructions, raising invoices as necessary, and responding to local dealer queries on invoicing & administration.
* Responsible for parts order entry & processing for facing dealers, including support in order entry or cancellation, and promptly answering or having answered urgent parts-order related enquiries.
* Responsible for all aspects of international orders, supporting the analysis and execution of Letters of Credit and related administration.
* Accountable for ensuring that backorders for facing dealers (material not immediately available at MEDC) are filled to global order fulfillment targets, through primary search expediting, and through escalation of expedited orders as necessary on behalf of facing dealers.
* Ensure ongoing communication with dealers by phone, email and though dealer ticket systems as appropriate.
* Take responsibility for analysis & processing of parts claims & the related parts returns related to local operations and transportation.
* Report on claims levels & performance overall for facing dealers, escalating where necessary to ensure that global targets on quality performance & claims processing are met.
* Coordinate reports on claims & returns for facing dealers.

Required Qualifications:

* University degree or equivalent work experience
* Fluency in English a must.
* Fluent with MS Office applications.
* Excellent interpersonal skills & a passionate customer focus
* Analytical & problem solving capabilities.

Desired Qualifications:

* Arabic or other languages are an advantage.
* SAP experience is an advantage.
* Knowledge of prevailing government requirements and local customs and practices is desirable.
* Strong leadership skills.
* Experience in coaching a commercial team is an advantage.
EEO/AA Employer. All qualified individuals – including minorities, females, veterans and individuals with disabilities – are encouraged to apply.

Your road to success is built through a Caterpillar career. As part of the talented Caterpillar team, you appreciate that working for a global leader creates endless opportunities for you.

Benefits Offered : As per UAE Law