Answering inquiries and resolving problems regarding business plan execution, operational improvement and achievement of targets.
Advising on existing and potential customer experiences issues and improvement measures.
Consult with dealers on ways to improve marketing and sales capabilities, supporting the overall business development process.
Govern dealer execution of the programs that increase sales and improve customer experience.
Skill Descriptors
Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
Level Extensive Experience:
Facilitates creation of the 'right' products and services to resolve customer business issues.
Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.
Advises others on creating customer focused environments in various scenarios.
Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.
Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.
Communicates and models the criticality of customer focus as an organizational strategy.
Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
Level Extensive Experience:
Differentiates assumptions, perspectives, and historical frameworks.
Evaluates past decisions for insights to improve decision-making process.
Assesses and validates decision options and points and predicts their potential impact.
Advises others in analyzing and synthesizing relevant data and assessing alternatives.
Uses effective decision-making approaches such as consultative, command, or consensus.
Ensures that assumptions and received wisdom are objectively analyzed in decisions.
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 Working Knowledge:
Delivers helpful feedback that focuses on behaviors without offending the recipient.
Listens to feedback without defensiveness and uses it for own communication effectiveness.
Makes oral presentations and writes reports needed for own work.
Avoids technical jargon when inappropriate.
Looks for and considers non-verbal cues from individuals and groups.
Negotiating: Knowledge of successful negotiation concepts and techniques; ability to negotiate successfully across the organization and with external vendors and clients in a constructive and collaborative manner.
Level Working Knowledge:
Works to achieve win-win in negotiations, rather than taking a win-lose approach.
Focuses on issues rather than personalities.
Uses active listening and probing techniques to surface problems, issues, and interests.
Demonstrates a willingness to examine own position.
Presents own position and listens attentively to position of others.
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 Extensive Experience:
Ensures capture of lessons to be learned from a problem-solving effort.
Organizes potential problem solvers and leads problem resolution efforts.
Uses varying problem-solving approaches and techniques as appropriate.
Contributes to standard practices for problem-solving approaches, tools, and processes.
Analyzes and synthesizes information and devises alternative resolution strategies.
Develops successful resolutions to critical or wide-impact problems.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Level Working Knowledge:
Provides prompt and effective responses to client requests and interactions.
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Benefits
Health insurancePaid time off
Additional Information
Career Area:
Sales
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.
Role Definition
Advising on marketing and sales initiatives and dealer/customer related strategies, systems and processes.
Caterpillar · Beijing, China