Customer Service Coordinator

Customer Service Coordinator The Customer Service Coordinator is responsible for scheduling, directing, monitoring service work and ensuring a high-level Legendary Customer Service outcome for our customers. Department Machine Division (MAC) Location San Antonio 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 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 the 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 the customer. Maintains consistent, accurate and timely coordination of information, paperwork, and uploaded photos to communicate the flow of work and ensures that the department operates efficiently. Processes customer payments via check, credit card, CAT access and applies them to jobs in the Dealer Business System (DBS). Generates all purchase orders and validates timely entry into work orders in DBS systems. Coordinates with the 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, adheres to all applicable safety policies, and complies with all company policies, procedures, and standards. Performs other duties as assigned. Knowledge, Skills, and Abilities Working knowledge of computers and multi-line phone systems. Knowledge of basic office practices, procedures, and processes. Proficient knowledge of Microsoft Office products (Word, Excel, Outlook, etc.). 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. Understanding of written documents related to work. 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: High School diploma or equivalent required. Experience: Up to three years of direct CAT Service experience or five years of industry experience in heavy equipment preferred. Supervisory Responsibilities: None. Travel: Travel is not expected for this position. Physical Requirements Extended periods in a stationary position; occasional movement inside the office to access office machinery, file cabinets, etc. Frequent communication with others, exchange of accurate information. Routine use of standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Occasional movement or transport items up to 15 lbs. Significant time standing, sitting, and walking. Daily walking to the shop or yard environment. Minimal kneeling, crouching, stooping, balancing, and reaching. Constant manual dexterity required. Responds to visual, auditory signals including alarms and instructions, and visually inspects work. Ascends/descends stairs daily using both hands and feet. Work Environment Professional office environment and shop environment. Fast pace with unscheduled interruptions. #J-18808-Ljbffr