Customer Service Coordinator

Customer Service Coordinator

Department: Machine Division (MAC)

Employment Type: Full Time

Location: Anna

Reporting To: Richard Frederick Jr.

Compensation: $18.01 - $30.87 / hour

Description

Knowledge, Skills and Abilities

• 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 communicates 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

• 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.

Knowledge, Skills and Abilities

• 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

Reqirements

• High School diploma or equivalent preferred or equivalent experience in lieu of education required
• Up to three plus years direct CAT Service experience or five plus years industry experience in heavy equipment preferred

• None

• Travel is not expected for this position but for training it may be needed in the regional area.

• This position involves extended periods in a stationary position; additionally, occasional movement inside the office to access office machinery, file cabinets, etc.
• This role frequently communicates with others, must be able to exchange accurate information in these situations
• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines
• Occasionally moves or transports items weighing up to 15 lbs.
• Significant amount of time standing, sitting, and walking
• Requires daily walking to the shop or yard environment
• Minimal amount of time kneeling, crouching, stooping, balancing and reaching
• Constant movement and use of hands, this position requires good manual dexterity
• Communicates with customers, service managers, and co-workers
• Routinely reacts to visual, auditory, and other signals including alarms and instructions, and is required to visually inspect work
• Ascends/descends with gradual or continuous progress by oneself, using both hands and feet and climbs up and down stairs on a daily basis

• This job is generally performed in a professional office environment and in a shop environment
• Frequently works at fast pace with unscheduled interruptions