Customer Service Coordinator

HOLT Group•Irving, TX

21d•Onsite

About The Position

The Customer Service Coordinator schedules, directs, and monitors service work to deliver a high level of customer service. The role communicates daily with customers, coordinators, and product support or sales representatives about scheduling, quotes, and equipment repairs. The position is based in Irving and works Monday through Friday, 7 a.m. to 5 p.m. The coordinator manages work in progress, supports accurate work order and payroll processing, provides and follows up on service quotes, maintains service documentation and reports, processes customer payments, and coordinates with supervisors and parts and service employees. The role also tracks machines entering and leaving service and communicates relevant machine condition and service history information. The position requires regular and punctual attendance, safe work practices, adherence to company policies, and modeling the company's mission and values.

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 multiple departments and organizational levels.
Functional knowledge of DBS, Service Link, and MDS operating systems.
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.
Ability to work independently and take initiative.
Ability to operate office machines and computers.
Ability to understand written sentences and paragraphs in work-related documents.
Ability to present information effectively and respond to questions from managers, coworkers, customers, and the general public.
Ability to meet the role's physical requirements, including daily walking to a shop or yard, routine standing, sitting, and walking, manual dexterity, occasional handling of items up to 15 pounds, and daily stair climbing.

Nice To Haves

Up to three-plus years of direct CAT Service experience.
Five-plus years of industry experience in heavy equipment.

Responsibilities

Model, promote, reinforce, and reward the consistent use of the company's Values Based Leadership tools, models, and processes.
Coordinate daily work in progress by prioritizing tasks 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 regarding scheduling, quoting, and equipment repairs.
Meet or exceed customer expectations for communication, information, and updates.
Collaborate with parts and service employees to ensure information and processes support customer service.
Coordinate and follow up on service delivery expectations, including completion deadlines, job costs, service quality, and invoicing.
Track machines entering and leaving service and communicate machine condition monitoring and service history findings, including oil sample results, codes, and CAT service letters or updates.
Prepare quotes for service work in Part and Service Quoter (PSQ), except when previously quoted by a Parts and Service Sales Representative and approved by the customer.
Maintain accurate, timely coordination of information, paperwork, and uploaded photos to support efficient department operations.
Process customer payments by check, credit card, and CAT access, and apply them to jobs in the Dealer Business System (DBS).
Generate purchase orders and validate their timely entry into work orders in DBS.
Coordinate with supervisors on opening and closing work orders daily.
Maintain department daily and monthly reports.
Attend work regularly and punctually, work safely, and comply with company policies, procedures, standards, and applicable safety policies.
Demonstrate alignment with the company's mission and core values, collaborate with internal and external resources, and participate in ongoing self-development.
Perform other duties as assigned.