Crown Lift Trucks Ltd
Crown is one of the world’s largest material handling companies with a reputation for award‑winning product design, advanced engineering & technology, and superior after‑sales service. For 80 years, Crown’s business philosophy has utilised vertically integrated processes to design, manufacture and distribute innovative solutions that improve customers’ productivity and operating efficiency.
Job Description
Deliver Excellence in Customer Care while achieving monthly targets related to KPIs and Service Budgets.
The Customer Care Representative interprets the requirements of both internal and external customers, processes and maintains accurate maintenance records in the in‑house ERP system (BaaN), and provides administrative support to the UK Fleet of Fork Lift Engineers, planning & dispatching engineers where required. The role is critical to the UK Service Team’s success and requires effective task management and prioritisation.
Responsibilities
Customer Care
- Build relationships and maintain regular contact with customers, keeping them fully updated on all open work orders for their site.
Service Call Intake & Dispatch
- Receive service repair and maintenance requests from customers and enter them into in‑house software.
- Manage open work orders, ensuring all customer SLAs are met.
- Report any non‑compliance issues to Management.
- Process Crown‑owned equipment repair information into in‑house software.
- Regularly monitor the service dashboard to ensure WIP is processed within targets.
Clocking Validation
- Review automatically generated daily clocking reports and make required adjustments.
Invoicing
- Verify all labour and part items are present on work orders and generate accurate invoices.
PM Agreements
- Enter PM agreements into in‑house software for scheduling and update as necessary.
Estimates
- Review all outstanding estimates on in‑house software and communicate with customers to reach satisfactory conclusions.
Invoice Queries
- Review and resolve invoice queries within the company’s 5‑day handling time.
Emails
- Handle incoming emails to the generic Customer Care email address.
Qualifications
- High level of customer care and strong administrative background.
- Excellent written and verbal communication skills and a fantastic telephone manner.
- Attention to detail with good organisational skills and the ability to prioritise workload.
- Experience in a similar role is desirable.
- Excellent IT skills and ability to learn new procedures.
- Fully IT literate with a good knowledge of Word and Excel.
- Ability to work independently towards targets while maintaining strong teamwork.
Hours of Work
Monday to Thursday – 8:00 am to 4:30 pm with one hour for lunch. Friday – 8:00 am to 4:00 pm with one hour for lunch.
Benefits
- Competitive salary package (dependent on experience).
- Company pension plan.
- 25 days annual leave plus bank holidays.
- Excellent discount scheme with access to top UK brands.
- Tell Us Health benefits.
- Various social benefits.
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