Customer Service Coordinator

HOLT Group•Edinburg, TX

13d

About The Position

The Customer Service Coordinator schedules, directs, and monitors service work to deliver a high level of customer service. The role coordinates daily work in progress, prioritizes work and resources, communicates with customers and internal teams, and follows up on service delivery expectations, including completion deadlines, job costs, quality, and invoicing. The position also supports accurate work order, payroll, payment, purchase order, reporting, and service-history processes. The incumbent is expected to model the company’s mission and core business values, collaborate with internal and external resources, and participate in ongoing self-development. The job is generally performed in a professional office and shop environment, often at a fast pace with unscheduled interruptions. Travel is not expected.

Requirements

High school diploma or equivalent preferred; equivalent experience in lieu of education is required.
Up to three-plus years of direct CAT Service experience or five-plus years of heavy equipment industry experience preferred.
Working knowledge of computers and multi-line phone systems.
Knowledge of basic office practices, procedures, and processes.
Proficiency with Microsoft Office products, including Word, Excel, and Outlook.
Excellent verbal, written, and communication skills.
Exceptional customer service skills.
Excellent interpersonal skills and ability to establish working relationships across departments and organizational levels.
Functional knowledge of DBS, Service Link, and MDS.
Functional knowledge of CAT applications SIS and SIMSi.
Time-management and time-critical prioritization skills.
Ability to manage multiple projects and deal effectively with employees, team members, and management.
Self-starter with the ability to work independently.
Ability to operate office machines and computers.
Ability to understand written work-related sentences and paragraphs.
Ability to present information effectively and respond to questions from managers, coworkers, customers, and the public.
Ability to communicate and exchange accurate information, visually inspect work, and respond to visual, auditory, and other signals, alarms, and instructions.
Ability to move occasionally or transport items weighing up to 15 pounds.
Ability to walk daily to the shop or yard, climb stairs, and perform the described standing, sitting, walking, reaching, and manual tasks.

Nice To Haves

High school diploma or equivalent.
Up to three-plus years of direct CAT Service experience or five-plus years of heavy equipment industry experience.

Responsibilities

Model, promote, reinforce, and reward consistent use of HOLT’s Values Based Leadership tools, models, and processes.
Coordinate daily work in progress by prioritizing work and scheduling resources to meet department goals.
Enter daily labor hours accurately to support timely work order and payroll processing.
Communicate daily with customers, coordinators, and sales representatives about equipment scheduling, quoting, and repairs.
Meet or exceed customer expectations for communication, information, and updates.
Collaborate with parts and service employees to keep information and processes focused on customer service.
Coordinate and follow up on service delivery expectations, including completion deadlines, job costs, quality of service, and invoicing.
Track machines entering and leaving service and review Condition Monitoring service history; communicate findings such as oil sample results, codes, and CAT service letters or updates.
Provide quotes for service work in Part and Service Quoter (PSQ), unless previously quoted by a Parts and Service Sales Representative and approved by the customer.
Coordinate accurate and timely information, paperwork, and photo uploads to support efficient department operations.
Process customer payments by check, credit card, or CAT access and apply them to jobs in the Dealer Business System (DBS).
Generate purchase orders and validate their timely entry into DBS work orders.
Coordinate with supervisors on opening and closing work orders daily.
Maintain department daily and monthly reports.
Maintain regular and punctual attendance, work safely, and comply with applicable safety policies and company standards.
Perform other duties as assigned.