Customer Service Coordinator-HOLT Industrial Systems

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. Coordinates the daily work in progress to meet department goals through prioritization of work and appropriate scheduling of resources. Provides quotes of all service work to be performed in Sage, unless previously quoted by the Parts and Service Sales Representative (PSSR) and approved by customer. Processes customer payments via check, credit card, cash as well as other forms of payment and apply to job in Sage.

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.

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 Hitachi puts out)
• Provides quotes of all service work to be performed in Sage, 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, cash as well as other forms of payment and apply to job in Sage
• Generates all purchase orders and validates timely entry into work orders in Sage system
• Coordinates with Supervisor(s) on opening and closing work orders on a daily basis
• 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 :

Education and Experience :

Supervisory Responsibilities :

Travel :

Physical Requirements :

Work Environment :

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.