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Customer Service Coordinator

HOLT CAT • Irving, TX

Not Applicable Posted April 17, 2026 Job link

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Responsibilities

Commitments

Responsibilities

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 communicate with customers, coordinators, and sales representatives daily regarding scheduling, quoting, and repairing of equipment.
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
Self-starter and ability to work independently

Commitments

The hours for this position are Monday through Friday 7:00 AM to 4:00 PM, this is not a remote position. Our location is 2000 E. Airport Freeway, Irving, Texas 75062. 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. 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 Travel Travel may be required for training only 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 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 All incumbents may be required to perform duties outside of their normal responsibilities, as needed.

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Requirements

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
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
Ability to operate office machines and computers
Understands written sentences and paragraphs in work related documents, must be able to do basic arithmetic
Ability to effectively present information and respond to questions from a group of managers, coworkers, customers (internal and external), or the general public
Up to three plus years direct CAT Service experience or five plus years industry experience in heavy equipment preferred
3 years of clerical or administrative position
None
Travel may be required for training only
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

Education

(Not required) – High School diploma or equivalent preferred
(Not required) – Up to three plus years direct CAT Service experience or five plus years industry experience in heavy equipment preferred
(Not required) – 3 years of clerical or administrative position

HOLT CAT in Irving, Texas is looking for a Customer Service Coordinator for the CAT Support Service Department. 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 communicate with customers, coordinators, and sales representatives daily regarding scheduling, quoting, and repairing of equipment. The hours for this position are Monday through Friday 7:00 AM to 4:00 PM, this is not a remote position. Our location is 2000 E. Airport Freeway, Irving, Texas 75062.
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 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
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, must be able to do basic arithmetic
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 preferred
Up to three plus years direct CAT Service experience or five plus years industry experience in heavy equipment preferred
3 years of clerical or administrative position
Supervisory Responsibilities

None
Travel

Travel may be required for training only
Physical Requirements

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
Work Environment

This job is generally performed in a professional office environment and in a shop environment
Frequently works at fast pace with unscheduled interruptions
Disclaimer: P lease 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.
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