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 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.

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
• 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 follows up to ensure that customer service delivery expectations including completion deadlines, job costs, quality of service and invoicing are met
• Tracks machines coming in/out of service and Condition Monitoring systems service history of machines; 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 applies 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

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; occasional movement inside the office to access office machinery, file cabinets, etc.; frequently communicates with others, must be able to exchange accurate information; 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, requiring 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.

Skills

• Working knowledge of computers and multi-line phone systems