Customer Service Coordinator

Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.

If you are looking for personal and professional growth, in a company with an inclusive culture, which seeks equity, respects differences and believes in people's potential, this is the right place. We consider people with disability candidates and those with diversity in gender, culture, ethnicity, religion, age, generation, race, nationality and sexual orientation.

Important:

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Job Description Summary

The Customer Service Coordinator is responsible for coordinating daily service schedules and supporting the efficient dispatch of service activities. This position serves as a central point of communication between customers, technicians, field personnel, and internal teams, ensuring that appointments, service calls, urgent requests, and operational priorities are accurately scheduled, communicated, and followed through to completion.

This is an individual contributor position and does not include direct people management or supervisory responsibilities. The ideal candidate is dependable, highly organized, responsive, and comfortable coordinating multiple priorities in a fast-paced operational environment.

We are looking for someone who:

• Enjoys coordinating schedules and keeping operational activities organized.
• Is comfortable adjusting plans when priorities change.
• Communicates proactively with customers and service teams.
• Takes ownership of follow-up activities and open items.
• Works accurately with operational data and documentation.
• Remains calm and responsive when urgent service needs arise.
• Can work independently while collaborating with multiple teams.
• Ability to working with both Costumers and Technicians area daily.

What You Will Do:

Service Scheduling and Dispatch Coordination

• Coordinate daily, weekly, and long-term schedules for service activities, appointments, and operational requests.
• Support the assignment and dispatch of service work based on urgency, resource availability, customer needs, location, and operational priorities.
• Monitor schedules throughout the day and adjust assignments when emergencies, delays, cancellations, or changing priorities occur.
• Maintain clear and timely communication with customers, technicians, field personnel, and internal teams regarding schedules, changes, and next steps.
• Follow service activities from initial request through execution, ensuring that open items and schedule changes are properly communicated and documented.
• Identify scheduling conflicts, operational constraints, and potential delays, escalating concerns when appropriate.

Operational and Administrative Support

• Accurately record, review, and maintain technician time, labor hours, job codes, and service-related information.
• Support the receipt, organization, distribution, and documentation of parts and materials required for service activities.
• Help ensure that technicians and service teams receive the appropriate parts and operational information within the required timeframe.
• Maintain accurate records in company systems to support service execution, billing, payroll, inventory control, and operational reporting.
• Provide backup support for service order processing, data entry, invoice documentation, and related administrative activities.
• Review information for completeness and accuracy before service activities or documentation are closed.

Customer and Team Support

• Serve as a reliable point of coordination for customers and internal service teams.
• Respond promptly to scheduling questions, service updates, and operational requests.
• Support the resolution of routine customer or scheduling issues by gathering information, coordinating with the appropriate teams, and communicating next steps.
• Build effective working relationships with customers, technicians, service teams, and other internal departments.
• Contribute to process improvements that increase scheduling efficiency, communication quality, data accuracy, and service continuity.

Skills Required

• Planning and Organizing: Ability to coordinate tasks, schedules, priorities, and resources in a structured and reliable manner.
• Effective Communication: Ability to provide clear, timely, and accurate information to customers, field personnel, and internal teams.
• Accuracy and Attention to Detail: Ability to maintain precise schedules, time entries, job information, parts records, and service documentation.
• Problem Solving: Ability to identify scheduling or operational problems and coordinate appropriate solutions.
• Service Excellence: Ability to support customer and internal service needs with responsiveness, professionalism, and a sense of urgency.

Basic Requirements

• Previous experience coordinating schedules, operational activities, service requests, logistics flows, transportation activities, or similar workflows.
• Ability to manage multiple priorities and respond effectively to schedule changes and urgent requests.
• Strong accuracy and attention to detail when maintaining operational information and documentation.
• Effective written and verbal communication skills.
• Bachelor’s degree.
• Pre-Advanced English.

Additional Information:

• Attach an updated résumé in PDF format to your Workday profile. Please note that applications without a résumé attachment will not be considered.
• Review and complete your Talent Profile.
• Add your skills, competencies, and relevant experience to your profile.