Customer Service Coordinator

About the role

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 hours for this position are Monday through Friday 7:00 AM to 5:00 PM. We are located at 707 US-380, Bridgeport, TX 76426.

Responsibilities

• 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
• Collaborates with key internal/external resources
• Participates in ongoing self-development
• 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
• Captures 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
• Clocks in and out on a daily basis to coordinate opening and closing work orders
• 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

Requirements

• Education and Experience: High School diploma or equivalent required
• Up to three plus years direct CAT Service experience or five plus years industry experience in heavy equipment preferred
• Supervisory Responsibilities: None
• Physical Requirements: Extended periods in a stationary position; occasionally moves or transports items weighing up to 15 lbs.; frequently works at fast pace with unscheduled interruptions; communicates with others, must be able to exchange accurate information in these situations; 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: 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 incumbents so classified. All incumbents may be required to perform duties outside of their normal responsibilities, as needed.