Customer Services Manager

Caterpillar; Burlington; On-site; CAD 70,000 - 100,000; Full time

Job summary

Caterpillar is seeking a Customer Services Manager to lead the team in Canada, overseeing customer service activities and enhancing customer experience. This role involves strategic guidance, managing inquiries, and driving process improvements. Candidates should have a strong background in customer service, problem-solving skills, and a degree or equivalent experience.

Qualifications

• Degree or equivalent experience desired.
• Knowledge of customer service concepts and techniques.

Responsibilities

• Establish strategic customer service guidance and initiatives.
• Manage complex customer inquiries and performance metrics.
• Partner with operations to achieve customer service goals.

Skills

Customer Service Excellence

Problem Solving

Effective Communications

Conflict Management

Education

Degree or equivalent experience

Job description

Career Area:

Finance

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you'rejoining 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'tjust 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.

Your Work Shapes the World at Caterpillar Inc.

Our common values and focus on inclusion and respect drive the decisions made by our company, teams and people. This is why we are committed to hiring and building diverse teams representative of the customers we serve globally. When you join our team, you can apply your unique life and job experiences and work in an environment where your ideas are heard, your contributions are celebrated, and your whole-self matters.

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.

About Cat Financial

Cat Financial is a subsidiary of Caterpillar Inc., 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 more than 40 years, Cat Financial has provided a wide range of financing solutions to customers and Cat dealers for machines, engines, Solar gas turbines, genuine Cat parts and services. Headquartered in Nashville, Tennessee, Cat Financial serves customers globally with offices and subsidiaries located throughout North and South America, Asia, Australia, Europe and Africa. Visit cat.com to learn more about Cat Financial.

Role Definition

We are seeking an individual to join our Caterpillar Financial team in Canada as a Customer Services Manager, overseeing the departments that handle customer service activities and initiatives with main functions of managing a diverse and profitable portfolio, as well as driving enhancements and process improvements for our customer experience.

Primary Responsibilities

• Establishing strategic customer service guidance and customer support initiatives in order to improve the efficiency of customer services.

• Managing complex customer inquiries and allocating resources for workload balancing and short-term forecasting.

• Performing real-time management of all customer contact metrics in order to achieve performance goals and financial objectives.

• Partnering with local and distributed operations and other teams to ensure the achievement of appropriate customer service levels.

Degree Requirement
Degree or equivalent experience desired.

Skill Descriptors
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.
Level Expert Knowledge:

• Monitors industry for trends in enhancing customer service, with special attention to CRM.

• Designs strategies to inspire peers to raise the bar of customer service delivery.

• Coaches peers on how to satisfy customers.

• Consults with management on modifying business processes to enhance service delivery.

• Promotes the use of superior service in diverse environments.

• Establishes best practices for service excellence.

Customer Service Management: Knowledge of customer service priorities and ability to utilize tools and techniques for maintaining an environment where all understand, and are committed to providing excellent service to internal and external customers.
Level Extensive Experience:

• Communicates with clients on quality of service measurements.

• Ensures teams maintain focus on value-added services.

• Conducts and acts on reviews of open service requests.

• Identifies and resolves gaps in customer expectations versus actual service levels.

• Negotiates the terms of deliverables, service level agreements, and expectations.

• Verifies client satisfaction and keeps customers informed.

Customer Retention: Knowledge of customer retention; ability to implement effective strategies and activities that promote long-term customer loyalty.
Level Expert Knowledge:

• Performs various customer retention activities in current role.

• Researches types of interactions and direct customer communications that encourage repeat business.

• Explains rationale behind existing and desired customer retention metrics.

• Assists in the implementation of new or revised customer loyalty programs.

• Gathers and interprets data related to customer purchase behaviors and patterns.

Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
Level Expert Knowledge:

• Identifies and documents specific problems and resolution alternatives.

• Examines a specific problem and understands the perspective of each involved stakeholder.

• Develops alternative techniques for assessing accuracy and relevance of information.

• Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.

• Uses fact-finding techniques and diagnostic tools to identify problems.

Call Center Management: Knowledge of call center management; ability to implement new or revised organizational structures, business processes and operational infrastructure required for enabling effective call center operation.
Level Working Knowledge:

• Investigates, troubleshoots and resolves technology failures.

• Studies VOIP, CTI, ACD, and other technologies; analyzes their potential impact on operations.

• Conducts product knowledge training for new associates.

• Works as a contributor to or a member of a call center management team.

• Monitors key metrics, such as customer hold time, hang ups, length of calls, etc.

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.
Level Extensive Experience:

• Reviews others' writing or presentations and provides feedback and coaching.

• Adapts documents and presentations for the intended audience.

• Demonstrates both empathy and assertiveness when communicating a need or defending a position.

• Communicates well downward, upward, and outward.

• Employs appropriate methods of persuasion when soliciting agreement.

• Maintains focus on the topic at hand.

Coaching Others: Knowledge of coaching and mentoring concepts and methods; ability to encourage, motivate, and guide individuals in learning and improving effectiveness.
Level Extensive Experience:

• Coaches one or several individuals or teams on a specific competency or subject area.

• Contributes to the establishment of good coaching practices.

• Monitors individual or team progress through feedback sessions.

• Discusses alternative techniques for diagnosing and coaching individuals and teams.

• Successfully coaches both superstars and problem performers.

• Analyzes patterns and identifies key areas for improvement of processes or results.

Conflict Management: Knowledge of managing conflicts; ability to anticipate, recognize, and deal effectively with existing or potential conflicts at the individual, group, or situation level.
Level Extensive Experience:

• Mediates and resolves conflicts among individuals, groups, and departments.

• Practices positive collaboration and converts difficult interactions into productive ones.

• Guides participants in a conflict to rethink their current views.

• Demonstrates good judgment in deciding when to involve a third party.

• Makes parties aware of case studies of constructive and destructive conflicts.

• Surfaces disagreements in early stages.

Additional Information

• Relocation and sponsorship not offered.

• Applications accepted until 11:59pm EST Tuesday July 22 2025.

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.

Posting Dates:

Caterpillar is an Equal Opportunity Employer.

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