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Digital Business Development Consultant

Location: Peoria, IL, United States
Date Posted: Nov 15, 2019

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Job Description

Description

 

Job Purpose: To lead the contract acquisition & support development and implementation of services provided by the Cat Digital Support organization in support of the clients’ strategic initiatives; provide leadership to senior business leaders on overall Customer Care strategy development and implementation of client requirements. 

 

 

Engage with business and technical leaders within targeted client base to create customer business value, a world class customer experience, and generate revenue for Caterpillar.

 

Job Duties:

- Marketing plan development and implementation

- Identify business requirements for new and existing clients

- Gather business rules

- Establish transfer pricing with internal and external clients

- Communicate cost and revenue impact of new business

- Ensure proper change management has been applied

- Collect Voice of the Customer

- Identify desired Customer Experience from client and customers

- Identify methods for channel deflection

- Developed tiered premium services

- Tracking and ongoing communication of client, customer and dealer metrics targets

 

 

The position manages the completion of own work assignments and coordinates work with others.

Typical internal customers include various contacts in a portion of Caterpillar worldwide operations. The position is challenged to understand client requirements and review a large number of possible solutions, across multiple agent teams. Problems may be complex and will require the incumbent to develop solutions. The incumbent sets priorities and establishes a work plan in order to complete broadly defined assignments and achieve desired results. Impacts key Customer Care goals including Customer Experience (Appreciated, Secure, and Effortless), Quality, Timeliness, Scope, Cost, Customer Satisfaction, Net Promoter Score, First Contact Resolution, Time to Resolve, etc. The position participates in brainstorming sessions focused on developing new approaches to meeting Customer Care goals.

 

Employee is also responsible for performing other job duties as assigned by Caterpillar management from time to time.

 

 

Moderate travel required (up to 25%).

 

Qualifications

Basic Qualifications:

• 4 year College/university degree or equivalent experience. 
• 3 + years of job-related experience in Marketing, Sales, Customer Support or Customer 
  Experience.
• 3 + years of project and process management, personal planning, organization, initiative, 
  delegation, leadership and interpersonal skills.

Top Candidates Will Also Have:

• Understanding of connectivity, telematics and back end processes
• Broad network of internal Caterpillar contacts 
• 1-3 years of Contact Center experience
• Ability to adapt to multiple cultures and countries.
• An understanding of contact centers, dealer operations, and Salesforce. 
• A high tolerance for stress, and the ability to build consensus.
• Experience with agile project management.
• Familiarity with Caterpillar functional areas, policies, and procedures.
• Excellent communication and interpersonal skills are needed to develop a cooperative work 
  relationship with others inside and outside the department.

Caterpillar is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website at www.caterpillar.com/careers



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Job Info

Nov 15, 2019

190008Q2

United States


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