Career Area

Finance

Job Description

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a integral 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.

Job Summary

The Manager Customer Services leads the customer service function to deliver consistent, high-quality customer experience across all contact channels. This role is responsible for setting service strategies, managing team performance, improving service processes, and ensuring customer inquiries are resolved efficiently and professionally. The position partners closely with operations, sales, and cross-functional teams to strengthen service levels, drive continuous improvement, and support business objectives.

Responsibilities




- Define and execute service strategies that improve efficiency, responsiveness, and customer satisfaction.
- Lead and develop teams through clear expectations, coaching, performance monitoring, and accountability.
- Manage complex inquiries, escalations, and service issues, ensuring timely resolution and communication.
- Oversee workload planning, resources, forecasting, and real-time contact management to meet targets.
- Analyze metrics, trends, and results to identify improvements and corrective actions.
- Collaborate with operations teams to align processes, close service gaps, and sustain service levels.
- Support continuous improvement, technology adoption, and process enhancements to improve retention and effectiveness.
- Ensure portfolio health by providing management, leadership and direction to collect past due accounts.
- Tracks and brings timely resolution to unpaid accounts and manage them with the le

📌 Customer Services (Santa Catarina)
🏢 Caterpillar Financial Services
📍 Santa Catarina