Customer Service Coordinator

Description

The Customer Service Coordinator is responsible for scheduling, directing, monitoring service work and ensuring a high-level Legendary Customer Service outcome for our customers. The incumbent will communicate with customers, coordinators, and product support representatives daily regarding scheduling, quoting, and repairing of equipment. The hours for this position are Monday through Friday 7am to 5pm. We are located at 2000 E. Airport Freeway, Irving, TX 75062.

Essential Functions

Models, promotes, reinforces, and rewards the consistent use of HOLT's Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission

Coordinates the daily work in progress to meet department goals through prioritization of work and appropriate scheduling of resources

Requires accurate data entry of daily labor hours to ensure timely work order and payroll processing

Communicates with customers, coordinators, and sales representatives daily regarding scheduling, quoting, and repairing of equipment

Ensures that customers' expectations regarding communication, information and updates are met and/or exceeded

Collaborates with key parts and service employees to ensure the flow of information and processes are all focused on delivering Legendary Customer Service

Coordinates and follow up to ensure that customer service delivery expectation including completion deadlines, job costs, quality of service and invoicing

Track machines coming in/out of service and Condition Monitoring systems service history of machines information on and communicates findings (e.g. Oil sample results, codes, service letters/updates that CAT puts out).

Provides quotes of all service work to be performed in Part and Service Quoter (PSQ), unless previously quoted by the Parts and Service Sales Representative (PSSR) and approved by customer

Maintains consistent, accurate and timely coordination of information/paperwork/upload photos in communicating the flow of work and ensures that department operates efficiently

Processes customer payments via check, credit card, CAT access and apply to job in Dealer Business System (DBS)

Generates all purchase orders and validates timely entry into work orders in DBS systems

Coordinates with Supervisor(s) on opening and closing work orders on a daily basis

Maintains department daily and monthly reports

Requires regular and punctual employee attendance

Works safely at all times and adheres to all applicable safety policies; complies with all company policies, procedures, and standards

Performs other duties as assigned

The incumbent in this position is expected to model the following practices on a daily basis:

Demonstrate alignment with the company's mission and core business values;

Collaborate with key internal/external resources;

Participate in ongoing self-development.

Knowledge, Skills, and Abilities

Working knowledge of computers and multi-line phone systems

Knowledge of basic office practices, procedures, and processes

Knowledge of Microsoft Office products (Word, Excel, Outlook, etc.) at a proficient level

Excellent verbal, written, and communication skills

Exceptional customer service skills

Excellent interpersonal skills to establish working relationships with multiple departments and various levels of the organization

Functional knowledge of key operating systems: DBS, Service Link and MDS

Functional knowledge of critical CAT applications: SIS and SIMSi

Time management and time critical prioritization skills

Ability to work on multiple projects and deal effectively with employees, team members, and management

Self-starter and ability to work independently

Ability to operate office machines and computers

Understands written sentences and paragraphs in work related documents

Ability to effectively present information and respond to questions from a group of managers, coworkers, customers (internal and external), or the general public

Requirements

Education and Experience:

High School diploma or equivalent preferred or equivalent experience in lieu of education required

Up to three plus years direct CAT Service experience or five plus years industry experience in heavy equipment preferred

Supervisory Responsibilities:

None

Travel:

Travel is not expected for this position

Physical Requirements:

This position involves extended periods in a stationary position; additionally, occasional movement inside the office to access office machinery, file cabinets, etc.

This role frequently communicates with others, must be able to exchange accurate information in these situations

This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines

Occasionally moves or transports items weighing up to 15 lbs.

Significant amount of time standing, sitting, and walking

Requires daily walking to the shop or yard environment

Minimal amount of time kneeling, crouching, stooping, balancing and reaching

Constant movement and use of hands, this position requires good manual dexterity

Communicates with customers, service managers, and co-workers

Routinely reacts to visual, auditory, and other signals including alarms and instructions, and is required to visually inspect work

Ascends/descends with gradual or continuous progress by oneself, using both hands and feet and climbs up and down stairs on a daily basis

Work Environment:

This job is generally performed in a professional office environment and in a shop environment

Frequently works at fast pace with unscheduled interruptions

Disclaimer: Please note that the above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the incumbents so classified. All incumbents may be required to perform duties outside of their normal responsibilities, as needed.

About HOLT CAT

HOLT CAT is the authorized Caterpillar® heavy equipment and engine dealer for 118 counties in South, Central, North and East Texas. Established in 1933, HOLT sells, services and rents Cat equipment, engines, generators and trucks for construction, mining, industrial, petroleum and agricultural applications. HOLT sells Caterpillar used equipment worldwide and fabricates its own line of custom engineered products including land management products and water tankers. Additionally, HOLT is a dealer for Link-Belt® Cranes, Trimble® Heavy and Highway construction products and AccuGrade® grade-control systems.

The Holt name has been associated with heavy equipment and Caterpillar for over 100 years. HOLT CAT owners, Peter J. Holt and Corinna Holt Richter are direct descendants of Benjamin Holt, who in 1904 developed the first successful track-type tractor which he named the "Caterpillar." HOLT CAT has come to be synonymous with quality, integrity and commitment to customer service.

The HOLT CAT team is committed to providing rock solid stability with superior products and services from The Red River to the Rio Grande™.