Job Purpose:

We are looking for a competent Order Management Analyst-1 for our Aftermarket Parts Distribution Division. This role will be responsible for managing dealer/customer orders, handling customer problems with professionalism and skill to deliver exceptional Customer Experience.

Job responsibilities might vary but could include :

1) Address dealer orders, calls, and interpret dealer inquiries regularly                                                             

2) Activities include but are not limited to standard problem resolution, product information, orders status inquiries, consideration of supplier/process or direct shipments; higher or lower levels of support (groups or disassembly), acquiring material from production facilities, and dealer return material.          

3) Monitoring and following (and at times placing) parts orders including addressing back orders through interaction with process support teams (expediting, purchasing, warehouse, quality, etc.)                            

4) Develop & implement solutions based on root cause analysis to prevent reoccurrence of defects        

5) Responsible for performing other job duties as assigned by Caterpillar management from time to time. Employees may also be required to work outside of the normal work hours.                                       

6) Building Rapport and communicating on a regular basis with the appropriate facility and process partner contact on order status and details while developing an understanding of expectations of the business segment being supported.

a) Hold periodic or as-needed meetings/calls with respective network customer services staff and expediting teams to address/clarify issues and questions and to stay current on ordering processes, part status and/or system updates

b) This may require some flexibility in hours to accommodate dealer discussions

Order Management Goals, but are not limited to:

• Timeliness to answer/respond or act on salesforce cases, phone calls and emails

• Initiative and possibly other aspects with respect to engaging help to identify solutions

• Volume of orders worked

• Provide backup and cross functional support as needed

• Improve service fill for dealer orders ·

• Others as determined by supervisor

Qualifications:

• Bachelor’s degree / Diploma (3 years) with equivalent experience

• Minimum one years of job-related experience in supply chain domain

• Personal computer skills are required and familiarity with various software packages are a plus

• Demonstrated ability to work independently and to communicate effectively across diverse cultures and background

• Ability to handle dealer concerns and complaints effectively and negotiate best solution among many parties involved

• Should be a team player with strong analytical and problem-solving skills