Customer Service Coordinator

Job Description

Job Description

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

1. Demonstrate alignment with the company's mission and core business values; 
2. Collaborate with key internal/external resources; 
3. Participate in ongoing self-development.

• 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     

• 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 

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.