Customer Service Coordinator

Customer Service CoordinatorThe Customer Service Coordinator is responsible for scheduling, directing, monitoring service work and ensuring a high-level Legendary Customer Service outcome for our customers. The Customer Service Coordinator will coordinate and follow up to ensure that customer service delivery expectation including completion deadlines, job costs, quality of service and invoicing. The hours for this position are Monday through Friday 7:00 AM to 5:00 PM. Our address is 451 E Outer Loop Rd., Anna, Texas 75409.Knowledge, Skills and AbilitiesModels, 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 MissionCoordinates the daily work in progress to meet department goals through prioritization of work and appropriate scheduling of resourcesRequires accurate data entry of daily labor hours to ensure timely work order and payroll processingCommunicates with customers, coordinators, and sales representatives daily regarding scheduling, quoting, and repairing of equipmentEnsures that customers' expectations regarding communication, information and updates are met and/or exceededCollaborates with key parts and service employees to ensure the flow of information and processes are all focused on delivering Legendary Customer ServiceCoordinates and follow up to ensure that customer service delivery expectation including completion deadlines, job costs, quality of service and invoicingTracks 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 customerMaintains consistent, accurate and timely coordination of information/paperwork/upload photos in communicating the flow of work and ensures that department operates efficientlyProcesses 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 systemsCoordinates with Supervisor(s) on opening and closing work orders on a daily basisMaintains department daily and monthly reportsRequires regular and punctual employee attendanceWorks safely at all times and adheres to all applicable safety policies; complies with all company policies, procedures, and standardsPerforms other duties as assignedKnowledge, Skills and AbilitiesWorking knowledge of computers and multi-line phone systemsKnowledge of basic office practices, procedures, and processesKnowledge of Microsoft Office products (Word, Excel, Outlook, etc.) at a proficient levelExcellent verbal, written, and communication skillsExceptional customer service skillsExcellent interpersonal skills to establish working relationships with multiple departments and various levels of the organizationFunctional knowledge of key operating systems: DBS, Service Link and MDSFunctional knowledge of critical CAT applications: SIS and SIMSiTime management and time critical prioritization skillsAbility to work on multiple projects and deal effectively with employees, team members, and managementSelf-starter and ability to work independentlyAbility to operate office machines and computersUnderstands written sentences and paragraphs in work related documentsAbility to effectively present information and respond to questions from a group of managers, coworkers, customers (internal and external), or the general publicRequirementsEducation and Experience:High School diploma or equivalent preferred or equivalent experience in lieu of education requiredUp to three plus years direct CAT Service experience or five plus years industry experience in heavy equipment preferredSupervisory Responsibilities:NoneTravel:Travel is not expected for this position but for training it may be needed in the regional area.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 situationsThis role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machinesOccasionally moves or transports items weighing up to 15 lbs.Significant amount of time standing, sitting, and walkingRequires daily walking to the shop or yard environmentMinimal amount of time kneeling, crouching, stooping, balancing and reachingConstant movement and use of hands, this position requires good manual dexterityCommunicates with customers, service managers, and co-workersRoutinely reacts to visual, auditory, and other signals including alarms and instructions, and is required to visually inspect workAscends/descends with gradual or continuous progress by oneself, using both hands and feet and climbs up and down stairs on a daily basisWork Environment:This job is generally performed in a professional office environment and in a shop environmentFrequently works at fast pace with unscheduled interruptionsDisclaimer: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.