Customer Service Coordinator

This position is responsible for providing communication and coordination of customer services that ensure Legendary Customer Service outcomes for our customers. This includes frequent communication of service status updates for each customer, as well as research, fact-finding, resolution, and follow-up of customer questions, concerns, and suggestions about the service experience.

The incumbent in this position is expected to model the following practices daily: 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.

 Essential Functions:

• Coordinates the daily work in progress to meet department goals through prioritization of work and appropriate scheduling of resources
• Communicates with customers, coordinators, and sales representatives daily regarding scheduling, quoting, and repairing 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
• Provides administrative support to include: answering the telephone, replying to email messages, handling inquiries, and providing information to customer callers
• 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 a 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 daily
• Maintains department daily and monthly reports
• Works safely at all times and adheres to all applicable safety policies; complies with all company policies, procedures, and standards
• Requires regular and punctual employee attendance
• Performs other duties as assigned

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, ) 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 critical CAT applications desired: SIS, SIMSi, DBS, CANAM, CODA
• 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

Education and Experience:

• High School diploma or equivalent required

• Three plus years direct CAT Service experience or five-plus years industry experience desired

Supervisory Responsibilities:

•  None

Travel:

• Travel is not expected for this position

Physical Requirements:

• This position involves extended periods in a stationary position; additionally, the occasional movement inside the office to access office machinery, file cabinets,
• 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,
• Occasionally moves or transports items weighing up to 15
• A significant amount of time standing, sitting, and walking
• Requires occasional walking to the shop or yard environment
• A 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 daily

Work Environment:

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

Disclaimer:

 Please note that the above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the incumbents so classified. All incumbents may be required to perform duties outside of their normal responsibilities, as needed.