Customer Service Coordinator

About the position

HOLT CAT in Irving, Texas is looking for a Customer Service Coordinator for the CAT Support Service Department. The Customer Service Coordinator is responsible for scheduling, directing, monitoring service work and ensuring a high-level Legendary Customer Service outcome for our customers. Must be able to communicate with customers, coordinators, and sales representatives daily regarding scheduling, quoting, and repairing of equipment. The hours for this position are Monday through Friday 7:00 AM to 4:00 PM, this is not a remote position. Our location is 2000 E. Airport Freeway, Irving, Texas 75062.

Responsibilities

• 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
• Tracks machines coming in/out of service and Condition Monitoring systems service history of machines information on and communicates findings
• 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

Requirements

• High School diploma or equivalent preferred
• Up to three plus years direct CAT Service experience or five plus years industry experience in heavy equipment preferred
• 3 years of clerical or administrative position
• 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, must be able to do basic arithmetic
• Ability to effectively present information and respond to questions from a group of managers, coworkers, customers (internal and external), or the general public

Benefits

• Full-Time position
• On-site work environment