Customer Services & Collections Leader

Caterpillar Financial Services Corporation; Santa Catarina; Presencial; MXN 1.200.000 - 1.800.000; Jornada completa

Descripción de la vacante

Caterpillar Inc. is seeking a Manager of Customer Services to lead the customer service function across all contact channels.

The role focuses on setting service strategies, driving performance, and improving processes to deliver outstanding customer experiences. Responsibilities include guiding teams, managing inquiries and escalations, and collaborating with operations, sales, and cross-functional partners to uphold service levels and business objectives.

Formación

• Requires a Bachelor’s degree in Finance, Business Administration, or related field.
• Fluent English is required for effective communication with customers and global teams.
• Demonstrated ability to lead service strategies and drive improvements across contact channels.

Responsabilidades

• Define and execute service strategies that improve efficiency, responsiveness, and customer satisfaction.
• Lead and develop teams with clear expectations, coaching, and performance monitoring.
• Manage complex inquiries, escalations, and service issues with timely resolution and communication.
• Oversee workload planning, resources, forecasting, and real-time contact management to meet targets.
• Analyze metrics and trends to identify improvements and corrective actions.
• Collaborate with operations to align processes and sustain service levels.
• Support continuous improvement and technology adoption to enhance retention and effectiveness.
• Provide leadership to collect past due accounts and coordination with legal and remarketing teams.

Conocimientos

Service Excellence

Coaching

Conflict Management

Effective Communications

Problem Solving

Customer Service Management

Call Center Management

Customer Retention

Educación

Bachelor's degree in Finance, Business Administration, or related field

Fluent English

Herramientas

VOIP

CTI

ACD

CRM tools

Descripción del empleo

Caterpillar Inc. is seeking a Manager of Customer Services to lead the customer service function across all contact channels.

The role focuses on setting service strategies, driving performance, and improving processes to deliver outstanding customer experiences. Responsibilities include guiding teams, managing inquiries and escalations, and collaborating with operations, sales, and cross-functional partners to uphold service levels and business objectives.