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.

The incumbent in this position is expected to model the following practices on a daily basis: 1) Demonstrate alignment with the companys mission and core business values; 2) Collaborate with key internal/external resources; 3) Participate in ongoing self-development.

Essential Functions:

Models promotes reinforces and rewards the consistent use of HOLTs 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

Knowledge Skills and Abilities:

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 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.

#LI-HCT

Required Experience:

IC