Customer Service Coordinator

HOLT CAT; Aubrey (TX); On-site; USD 38,000 - 62,000; Full time

Job summary

Holt CAT in Little Elm, Texas is seeking a Customer Service Coordinator, responsible for scheduling, directing and monitoring service work to deliver Legendary Customer Service. You will effectively communicate with customers, coordinators, and sales representatives regarding scheduling, quoting and repairing equipment.

The position is in the Machine Division (MAC) and is based at 27600 E. University Dr., Little Elm, TX 76227.

Qualifications

• Experience coordinating service work and scheduling.
• Strong communication with customers, coordinators, and sales.
• Proficient in Microsoft Office and data entry.
• Familiarity with DBS, Service Link and MDS systems.

Responsibilities

• Schedule daily service work and monitor progress to meet dept goals.
• Enter daily labor hours for payroll and work orders.
• Provide quotes for service work using PSQ, with approvals.
• Communicate with customers on scheduling, quotes, and repairs.
• Process customer payments and manage related paperwork.

Skills

Customer service

Communication

Time management

Interpersonal skills

Attention to detail

Tools

DBS

Service Link

MDS

SIS

SIMSi

MS Office

Job description

Holt CAT in Little Elm, Texas is looking for a Customer Service Coordinator. 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 effectively communicates with customers, coordinators, and sales representatives daily regarding scheduling, quoting, and repairing of equipment. Additionally, 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).

We are located at 27600 E. University Dr, Little Elm, Texas 76227.

The hours for this position are Monday through Friday 7:00 AM to 5:00 PM.

Department: Machine Division (MAC)

Employment Type: Full Time

Location: Little Elm

Address: 27600 E. University Dr., Aubrey, Texas, 76227

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Workplace type: Onsite

Reporting To: Matthew Christensen

Essential Functions

• 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
• Makes 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