Customer Service Coordinator

Customer Service Coordinator

Department: Machine Division (MAC)

Employment Type: Full Time

Location: San Antonio

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.

• Model, promote, reinforce, and reward the consistent use of HOLT’s Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission
• Coordinate the daily work in progress to meet department goals through prioritization of work and appropriate scheduling of resources
• Require accurate data entry of daily labor hours to ensure timely work order and payroll processing
• Communicate with customers, coordinators, and sales representatives daily regarding scheduling, quoting, and repairing of equipment
• Ensure that customers’ expectations regarding communication, information and updates are met and/or exceeded
• Collaborate with key parts and service employees to ensure the flow of information and processes are all focused on delivering Legendary Customer Service
• Coordinate and follow up to ensure that customer service delivery expectations 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)
• Provide 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
• Maintain consistent, accurate and timely coordination of information/paperwork/upload photos in communicating the flow of work and ensures that department operates efficiently
• Process customer payments via check, credit card, CAT access and apply to job in Dealer Business System (DBS)
• Generate all purchase orders and validate timely entry into work orders in DBS systems
• Coordinate with Supervisor(s) on opening and closing work orders on a daily basis
• Maintain department daily and monthly reports
• Require regular and punctual employee attendance
• Work safely at all times and adhere to all applicable safety policies; comply with all company policies, procedures, and standards
• Perform 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
• Understand 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; occasionally moving inside the office to access office…