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HOLT Industrial Systems · 11 hours ago

Customer Service Coordinator

Georgetown, Texas, United States

Full-time

Onsite

Entry Level

3+ years exp

HOLT Industrial Systems is seeking a Customer Service Coordinator to ensure high-level customer service outcomes. The role involves scheduling and monitoring service work, coordinating with customers and internal teams, and maintaining accurate records to support service delivery.

IndustrialManufacturingRentalWholesale

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

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

Qualification

Customer service skillsMicrosoft Office proficiencyDBS knowledgeMulti-line phone systemsTime managementCommunication skillsOffice machine operationBasic office practicesInterpersonal skillsSelf-starter

Required

High School diploma or equivalent required

Up to three plus years direct CAT Service experience or five plus years industry experience in heavy equipment preferred

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

Requires accurate data entry of daily labor hours to ensure timely work order and payroll processing

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