Customer Service Coordinator

Description

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 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     

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.

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 

Requirements

• High School diploma or equivalent preferred or equivalent experience in lieu of education preferred
• Up to three plus years direct CAT Service experience or five plus years industry experience in heavy equipment preferred

•  None

• Travel is not expected for this position  

• 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 

• This job is generally performed in a professional office environment and in a shop environment
• Frequently works at fast pace with unscheduled interruptions