Customer Services & Collections Manager

Career Area

Finance

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.

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 legal and remarketing team.

Educational Requirements

• Bachelor’s degree in Finance, Business Administration, or a related field.
• Fluent English

Skills

Service Excellence

• Establishes customer service standards, best practices, and service delivery expectations across teams.
• Monitors service trends, CRM usage, and customer feedback to identify opportunities to improve customer experience.
• Promotes a culture of proactive, consistent, and high-quality service across diverse customer environments.
• Partners with management to improve processes that enhance customer satisfaction and operational efficiency.

Coaching Others

• Coaches’ individuals and teams to strengthen service behaviors, performance, and problem‑resolution capabilities.
• Provides timely feedback, tracks progress and supports development plans aligned with business goals.
• Identifies performance patterns and improvement opportunities through observation, metrics, and feedback sessions.

Conflict Management

• Resolves customer, team, and cross‑functional conflicts with professionalism, sound judgment, and balanced decision‑making.
• Identifies early signs of disagreement and takes action to prevent escalation.
• Knows when to involve additional stakeholders to support resolution and maintain strong working relationships.

Effective Communications

• Communicates clearly and professionally with customers, team members, leadership, and cross‑functional partners.
• Adapt messages, presentations, and written communication to the audience and business need.
• Provides feedback and guidance to improve communication quality within the team

Problem Solving

• Identifies, investigates, and documents service issues, root causes, and resolution alternatives.
• Uses data, stakeholder input, and diagnostic tools to evaluate problems and determine appropriate actions.
• Assess risks, benefits, and business impact when recommending solutions.

Customer Service Management

• Manages service performance, customer expectations, and service level commitments to ensure consistent delivery.
• Reviews open‑service requests, escalations, and customer feedback to identify gaps and improvement actions.
• Collaborates with internal teams to ensure value‑added service and timely issue resolution.

Call Center Management

• Supports workforce planning, workload balancing, and real‑time management of customer contact volumes.
• Evaluates call center technologies such as VOIP, CTI, ACD, and CRM tools to support operational effectiveness.
• Coordinates training, process updates, and troubleshooting activities to improve team performance.

Customer Retention

• Uses customer insights, service trends, and retention metrics to support repeat business and loyalty.
• Identifies customer behaviors, concerns, and communication patterns that influence retention.
• Supports implementation of customer loyalty and retention initiatives aligned with business objectives.

Additional Information

• Location: Corporativo Vía Cordillera, Santa Catarina, Nuevo León
• Work Model: Five days per week in-office;
• Sponsorship for foreign candidates is not available.
• Domestic relocation assistance is not available for this position.
• Please include a résumé in your Workday profile.

The Caterpillar Code of Conduct states that we will select and place employees based on their qualifications for the job to be performed, without regard to race, religion, national origin, color, gender, identity, sexual orientation, age or disability. In this company we do not request pregnancy tests, nor HIV tests as requirements for employment entry, permanence or promotion.

This position requires working onsite five days a week.Visa Sponsorship is not available for this position.

Posting Dates

septiembre 23, 2026 - septiembre 30, 2026

Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply