Customer Support Supervisor - Champaign, IL (HYBRID)

Career Area:

Job Description:

At Caterpillar, we work to help our customers build a better world. Without our team of talented, bright and driven individuals, we wouldn’t be the Caterpillar we are today. Now, this is your chance to join our team and do work that matters. We want you to help us enable customer success, make progress possible around the world and help our communities grow and thrive. We are looking for a dynamic, organized self-starter to join our Product Support and Logistics Division as a Customer Support Supervisor in Champaign, IL.

The Product Support and Logistics Division (PSLD) is one of the most innovative divisions within Caterpillar. In PSLD, as within all of Caterpillar, our priority is our customers and helping them build a better world. We touch nearly every element of the services value stream from procurement to design and manufacturing to distribution. PSLD is responsible for Aftermarket Parts Distribution of Cat Parts, Integrated Logistics, segment Procurement and the design and manufacture of Wear Components (Undercarriage and GET) and Maintenance Components (Seals, Tubes & Hardware, Hose & Couplings, Fluids and Filters).

We’re committed to our customers, who build a better world with our products, services and solutions. We understand and show the value of why they should always choose us. We’re exploring new ideas and opportunities – innovating to discover the breakthroughs necessary for tomorrow’s growth.

Through it all, we are one team – creating and delivering world-class components and solutions superior to the competition.

Learn more about the Caterpillar Experience .

Job Duties/Responsibilities may include, but are not limited to:

• Support 600 plus customers including manufacturing facilities and distributions centers, both internal and external

• Oversee systems access and usage both internally and externally

• Liaison between customers and the MPN Network communicating information regarding parts availability and prioritization

• Accountability for Managing Customer Orders including the management of backorder escalations using existing technologies, Customer Support Analyst follow ups, and customer communications

• Positively influence the opportunity to achieve incremental sales with the assigned customer base by providing value added services to both internal and external customers

• Proficient user of Global Supply Planning and Global Supply Order Handling

• Ability to thrive in a fast-paced work environment with high expectations

• Plans and directs the Customer Support Analysts to satisfy customer needs and interfaces daily with the Operations team to efficiently move material through the Caterpillar network to the ordering customer

• Leads team to continuously improve processes, systems and standard work

• Develops staff skills by focusing on evaluative / analytical thinking and innovative approaches to deliver results to our customers and process partners that significantly impact material availability to our customers

Additional Information

• This position is currently hybrid located in Champaign, IL

• This position does not offer relocation

• Less than 10% Travel Required

• Frequent On-Call Coverage will be required for this position

Basic Qualifications

• Bachelor's degree required; in lieu of a degree, 4 years of experience with Supply Chain, Supervisory Experience or Customer Service required

• 1 year leadership experience

• High skill level with Microsoft Office (Intermediate/advanced knowledge of Excel is required)

• After-hours availability as needed to support customer needs

Top Candidates Will Also Have

• Knowledge of 6 Sigma, CPS and/or Lean

• Supply Chain or Logistics certifications (i.e. APICS, CPS, etc.).

• Knowledge of various systems including MRC, Lognet, CPMPS, Nexus, etc.

• Previous experience working in a manufacturing environment

• Prior experience in a Customer Support role

Final Details

Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application – please use the candidate log-in on our career website as it will reflect any updates to your status.

Caterpillar is not currently hiring individuals for this position who now or in the future require sponsorship for employment based non-immigrant and immigrant visas. However, as a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website www.Caterpillar.com/careers . #Li

EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

Not ready to apply? Submit your information to our Talent Network here .