Order and Customer Service Analyst

*Career Area:*
Supply Chain and Logistics

*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.

*About Caterpillar:*
At Caterpillar, we're committed to building a better world through cutting-edge machinery and solutions. Our success is powered by passionate team members who strive to make a difference. Join us in driving progress and empowering communities across the globe.

*Role Overview:*
As an Order and Customer Service Analyst at our Equipment Processing Center in Zeebrugge, you will be a key player in managing and optimizing order processes for a growing portfolio of machines and worktools. You'll serve as the primary point of contact for our dealers and customers across the EAME region, ensuring smooth order handling and exceptional service delivery.

*What You Will Do
(not Limited Too)*
:****

• Order Management & Coordination

• Oversee, process and validate new sales orders, ensuring all key elements are identified and communicated for downstream actions.

• Audit and assess customer order change requests from material, production, technical, and logistics perspectives.

• Assign and maintain promise dates in the system, ensuring alignment with production planning and customer expectations.

• Customer Service & Relationship Building

• Act as the first point of contact for customer inquiries regarding lead times, order changes, reschedules, and general support.

• Provide day-to-day assistance via Salesforce CRM, ensuring timely and accurate responses.

• Build and maintain strong relationships with internal and external stakeholders.

• Issue Resolution & Continuous Improvement

• Manage order-related issues and grief resolution with a proactive and solution-oriented approach.

• Analyze data to identify opportunities for improvements and enhanced operational efficiency.

• General Support & Office Coordination

• Contribute to office management tasks and support cross-functional collaboration within the EPC team.

*Basic Requirements:*

• Customer focus driven, communication and management skills.
• Solution oriented, problem-solving skills and creative out of box-thinking
• Self-driven, proactive and comfortable taking own initiatives
• Structured and well detail oriented
• A first Experience with Salesforce, SAP and Microsoft office applications is highly desired
• Languages: Fluent in English and Dutch (both written and verbal)

*Education And Experience Requirements:*

• Minimum Bachelor degree, preferred is Master degree
• 1–3 years of relevant experience in order management, customer service, or logistics preferred.

Skill Descriptors
Data Analytics:
Knowledge of techniques and processes for inspecting, cleansing, transforming, and modeling data; ability to discover useful information, draw logical conclusions, and support decision-making.

Level Basic Understanding:

• Demonstrates a basic understanding of the concepts underlying data analytics.
• Describes the technology and core applications used for tracking business performance and applying data to take business decisions.
• Explains key aspects and benefits of data analytics.
• Lists the major sources for collecting data and conducting data analysis.
• Practical knowledge about new skills (especially around AI savviness, Power BI, Power automate)

Planning:
Tactical, Strategic: Knowledge of effective planning techniques and ability to contribute to operational (short term), tactical (1-2 years) and strategic (3-5 years) planning in support of the overall business plan.

Level Basic Understanding:

• Explains tactical plan for own area.
• Defines concepts of short-term and long-term planning.
• Describes the planning process and planning cycle used in own area.
• Compares tactical to strategic planning.

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 Basic Understanding:

• Explains the value of a disciplined approach to problem solving.
• Describes problem reporting and escalation practices.
• Utilizes accepted procedures for problem analysis and resolution.
• Identifies key aspects of problem-solving techniques used in own area.

Materials Handling and Management:
Knowledge of material handling and management in plants; ability to perform, monitor and improve processes related to storage, transportation and handling of raw and hazardous materials.

Level Working Knowledge:

• Assists in the responding of and dealing with emergency issues related in materials handling.
• Works with the packaging and storage of inbound or outbound materials.
• Performs the packing, shipping, identifying and transporting of materials.
• Explains key environmental issues for handling hazardous goods.
• Follows procedures to handle hazardous materials, hazardous substances and pollutants.

If you're passionate about delivering excellent customer service, thrive in a fast-paced environment, and enjoy coordinating across teams and processes, we'd love to hear from you. At Caterpillar, you'll have the opportunity to build strong relationships, manage complex logistics, and contribute to a global leader in machinery and equipment. Help us build a better world, one machine at a time.

*Posting Dates:*
October 8, October 31, 2025

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

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