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Customer Support Coordinator

Company: CAT - Caterpillar
Location: Henderson
Posted on: January 13, 2022

Job Description:

Job Posted: November 28th, 2021Location: Henderson, Nevada, USJob Category: SalesThis opening is intended to be a Full time position ESSENTIAL FUNCTIONS : Responsibility for the Customer Support Machine (CSM) process for both sales and service-related CSMs. Serve as the central point of contact for information regarding all Cashman CSMs. Create and maintain rental and no charge agreements that pertain to CSMs. Create and maintain rental billings for rental assets in iRents software system. Enter CSM information into the Modern software system to facilitate communication and updates on service CSMs. Communicate with sales reps (MSR and PSC) as well as sales and service managers on the status of CSMs. Create and distribute weekly and monthly CSM reports. Build and maintain effective working relationships with all Cat product representatives (sales and service) to maximize Cat's participation in the CSM reimbursement process. Submit accurate and thorough goodwill claims to Caterpillar for CSM reimbursement. Coordinate with the Claims Administrator for CSM reimbursement through the post-sale credit process. Coordinate and arrange for transport of CSMs to and from customer sites. Collaborate with other Cashman employees to ensure that our customers receive the intended value from CSMs, and that our assets are returned in a timely manner. Strive to reduce the expense absorbed by Cashman in every CSM situation. Prepare and distribute monthly reconciliations of the following expense accounts for division G: customer damage, freight, customer support machines, and demo. Serve as the secondary backup for the machine reservations process within the department. Back up and cross-train with other positions within the department as needed. ADDITIONAL RESPONSIBILITIES: Adhere to company policies, procedures and regulations. Enable Cashman to achieve its objective of Safely Home. Everyone. Every Day. by promoting a positive safety culture and adhering to all company safety policies, procedures and practices. Report any unsafe acts or conditions. Deliver Cashman's "Best Customer Experience" for all internal and external customers on a consistent basis. Strive to improve processes at every available opportunity. Other duties and special projects as assigned. KNOWLEDGE, SKILLS AND ABILITIES : Ability to gather and display information in Excel; fluent in all other Microsoft Office applications. Familiarity with, or ability to learn, iRental, Informer, and DBS software. Strong verbal and written communication skills. EDUCATION AND EXPERIENCE: High school diploma or General Equivalency Diploma (GED). Minimum one (1) year experience in an office setting. Background in heavy equipment service strongly preferred. Associate's degree in business or related discipline strongly preferred. PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Professional appearance and demeanor consistent with position and responsibilities. Self-motivated and detail oriented; work with minimum supervision. Stand/walk 1-4 hours in a day. Sit 5-6 hours in a day. Occasionally/frequently lift up to 50 lbs. Must be able to occasionally/frequently bend, squat and climb; including the ability to ascend and descend ladders. Must use hands for repetitive simple grasping, pushing, pulling and fine manipulation. WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Office environment with occasional exposure to shop and warehouse environment. Shop/warehouse environment with exposure to heat, cold, dust, dirt and noise. Field environment with exposure to adverse weather conditions including heat, cold, wind, rain, dust and dirt. Valid Nevada State Driver's License and acceptable driving record.

Keywords: CAT - Caterpillar, Henderson , Customer Support Coordinator, Other , Henderson, Nevada

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