Customer Service Coordinator-Power Systems Division

Customer Service Coordinator-Power Systems Division

Department: Power Systems Division (PSD)

Employment Type: Full Time

Location: Irving

HOLT CAT in Irving, Texas is looking to hire a new Customer Service Coordinator for the Power Systems Division location. 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 hours for this position are Monday through Friday, 7:00 am to 5:00 pm. The duty location is 2001 N.

Loop 12, Irving, Texas 75061.

• 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 communicate 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: Up to three plus years direct CAT Service experience or five plus years industry experience in heavy equipment preferred.

Supervisory Responsibilities: None.

Travel: Travel…