Dealer Order Management Analyst

Caterpillar Inc.; Piracicaba; Presencial; BRL 180 000 - 240 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Medical plan

Dental plan

Private pension plan

Profit share

Transportation

Life insurance

Resumo da oferta

Caterpillar Inc. in Brazil seeks a Dealer Aftermarket Collaboration specialist to connect with Caterpillar Dealers across Latin America, ensuring fast parts support and proactive issue resolution.

You will build relationships with dealers, coordinate cross-functional teams, and drive improvements in order management, logistics, and service quality across 14 countries, communicating in English and Spanish where needed.

Qualificações

• Experience in customer service, logistics or supply chain roles.
• Ability to manage multiple priorities in a fast-paced environment.
• Proactive and curious approach to learning and problem solving.

Responsabilidades

• Serve as the primary point of contact for Latin America dealers on aftermarket parts and support.
• Build trusted relationships with dealers and understand their operational needs.
• Coordinate with internal teams to resolve parts availability, logistics and returns.
• Drive resolution of urgent customer-impacting events with ownership and accountability.
• Provide guidance on Order Management processes and aftermarket operations.
• Identify opportunities to improve dealer experience and operational efficiency.

Conhecimentos

Customer Service

Logistics

Supply Chain

Order Management

ERP systems

Formação académica

Bachelor's Degree

Ferramentas

SAP

Oracle

Descrição da oferta de emprego

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.

Career Area

Supply Chain and Logistics

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.

IT IS YOUR TIME!

Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.

Job Summary

This opportunity is to join the Dealer Aftermarket Collaboration (DAC) team supporting Caterpillar Dealers across Latin America. In this role, you will act as a key connection point between Caterpillar Dealers and internal business partners, ensuring urgent parts requests, machine-down situations, and supply chain challenges are addressed with speed, accuracy and customer focus. Beyond daily operational support, you will contribute to regional projects, process improvements, training initiatives and cross-functional collaboration efforts that directly impact dealer performance and customer satisfaction. More than operational support, this role was intentionally created to establish clear ownership and accountability for dealer issues. The successful candidate will build trusted relationships with Dealers, proactively identify needs, drive resolution across multiple internal teams, and ensure no issue is left without follow-up. This is an excellent opportunity for professionals who enjoy problem solving, relationship building, supply chain operations, and working in a dynamic international environment where every day presents unique challenges and learning opportunities.

What You Will Do

• Serve as the primary point of contact for Caterpillar Dealers across Latin America regarding aftermarket parts and operational support.
• Build strong relationships with Dealers, becoming a trusted business partner who understands their operational needs and challenges.
• Coordinate and influence multiple internal teams to resolve issues related to parts availability, logistics, transportation, returns, warranty claims, and supply chain performance.
• Drive resolution of machine-down situations and other critical customer-impacting events with urgency, ownership, and accountability.
• Own complex dealer issues from initial identification through final resolution, ensuring consistent communication and follow-up throughout the process.
• Provide guidance and support regarding Order Management processes and aftermarket business operations.
• Proactively identify opportunities to improve dealer experience, operational efficiency, and collaboration across the region.
• Deliver training, workshops and knowledge-sharing initiatives when applicable.
• Collaborate with stakeholders across 14 countries while communicating effectively in both English and Spanish.
• Support a dynamic operation where priorities may shift quickly and customer needs often require creative and timely solutions.

What You Will Have

Business Acumen: Understanding how business decisions impact customers, Dealers and overall operational performance, with the ability to make sound decisions that balance customer needs and business priorities.

How This Skill Shows Up In This Role:

• Understanding the impact that a delayed or unavailable part can have on Dealer operations and customer equipment uptime.

Effective Communications: Ability to communicate clearly, professionally and effectively with different stakeholders, ensuring information is understood and actions move forward efficiently.

How This Skill Shows Up In This Role:

• Building strong relationships with Dealers across Latin America.
• Coordinating actions between Dealers and multiple internal Caterpillar teams while keeping all stakeholders informed.

Problem Solving: Ability to identify issues, analyze situations and drive solutions by working collaboratively with others and taking ownership through resolution.

How This Skill Shows Up In This Role:

• Investigating why a part was delayed, shipped incorrectly or arrived damaged.
• Coordinating with Supply Chain, Transportation and Logistics teams to find solutions for urgent customer situations.

Adaptability: Ability to remain effective and focused in changing environments, adjusting priorities as business needs evolve while maintaining a positive and solution-oriented mindset.

How This Skill Shows Up In This Role:

• Supporting different countries, business needs and time-sensitive situations in a fast-paced environment.

Ownership & Relationship Management: Ability to build trusted relationships, take accountability and drive issues through completion while advocating for Dealer success.

How This Skill Shows Up In This Role:

• Acting as the "owner" of Dealer concerns identification through resolution.
• Building credibility and trust with Dealers by consistently delivering support and solutions.
• Understanding Dealer needs and connecting them with the right resources to improve their performance.

Basic Requirements

• Professional experience in Customer Service, Logistics, Supply Chain, Transportation, Materials Planning, Inventory Management, Dealer Support, Operations, or related areas.
• Ability to manage multiple priorities in a fast-paced environment.
• Curious and proactive approach to learning, investigating issues, and identifying solutions.
• Bachelor's Degree.
• Pre-Advanced English.
• Pre-Advanced Spanish.

Top Candidates Will Also Have

• Advanced or Fluent English.
• Advanced or Fluent Spanish.
• Previous experience supporting Caterpillar Dealers or Customers.
• Experience within Aftermarket, Parts Operations, Dealer Support, Supply Chain Operations, Logistics, Transportation or Materials Planning.
• Familiarity with ERP systems such as SAP, Oracle, or similar business platforms.
• Experience working with Order Management processes.
• Knowledge of Caterpillar dealer operations and aftermarket support structure.
• Familiarity with PartsVIZ, Parts Order Management Portal, Item Scout, SPM, or related systems.
• Experience handling high-priority customer situations or machine-down events.
• Demonstrated ability to influence stakeholders without direct authority.
• Strong sense of ownership, accountability, and customer advocacy.

Additional Information

• Willingness to participate in on-call support outside regular business hours based on business needs (infrequent).
• Flexibility to work extended hours during peak business periods and critical customer situations.
• Availability to provide holiday coverage when previously scheduled to support regional operations across Latin America.
• Ensure your Workday profile is up to date before applying.

Note: This position requires the candidate to work on-site five days a week.

Some of the offered benefits*:

• Medical plan
• Dental plan
• Medicines reimbursement
• Wellhub
• Psychological, Legal, Social and Finance Support Program
• Private pension plan
• Profit share
• Christmas basket
• Transportation
• Life and personal insurance
• Extended maternity and paternity leave
• Employee resources group (Young Professional, Women in Networking, LAMBDA (LGBTQIA+), Latin Group and Active in Sport
• Caterpillar reserves the right to change or modify benefits at any time, subject prior notice and in compliance with legal requirements. Benefit elegibility may vary by position and location.

Visa Sponsorship is not available for this position.

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