Customer Care Representative - Birmingham

About Crown Lift Trucks Ltd

About 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, as well as superior after-sales service. For 80 years, Crown’s business philosophy has utilised vertically integrated processes to design, manufacture, and distribute forward-thinking, innovative solutions that improve customers’ productivity and operating efficiency. Crown produces a broad range of forklifts, batteries and chargers as well as automation solutions and fleet management technologies, and warehouse solutions products and design services.

Since its founding in 1945, the family-owned company has placed the customer at the heart of its business. This commitment is reflected in its brand promise: “When every minute matters, customers can count on Crown to keep their businesses moving.”

Job Description

To deliver Excellence in Customer Care, whilst also achieving monthly targets set in relation to KPI's and Service Budgets.

The role of the Customer Care Representative is to interpret the requirements of both internal and external customers, and to process and maintain accurate and up to date maintenance records onto the in-house ERP system (BaaN). At the same time providing administrative support to the UK Fleet of Fork Lift Engineers, planning & dispatching engineers where required.

This role is critical to the UK Service Team's success, and requires an ability to task manage and prioritise workloads to reflect the requirements of the day.

Representatives are required to maintain good housekeeping in relation to WIP (Work In Progress), and manage a busy telephone and email service used to log breakdown calls from our vast client base across the UK. They should be equipped with an excellent Customer Care mantra which involves them going the extra mile to accommodate the needs of the customer.

The Customer Care team are required to achieve specific targets set in relation to KPI's and Service Budgets.

Responsibilities

• Customer Care
  • Build relationships and maintain regular contact with customers, keeping them fully updated in relation to all open work orders for their site.
• Service Call Intake & Dispatch
  • Receive service repair and maintenance requests from customer and enter into in-house software.
  • Jeopardy management of open work orders, ensuring all customer SLA’s are met.
  • Report any non-compliance issues to Management.
  • Process Crown owned equipment repair information into in-house software.
  • Regular monitoring of service dashboard to ensure WIP is processing within targets.
• Clocking Validation
  • Review automatically generated daily clocking reports relating to technician time clocking, and make any 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
  • Daily review of all outstanding estimates on in-house software, and regular communication with customers to bring these to a satisfactory conclusion.
• Invoice Queries
  • Review and resolve any invoice queries in line with the company’s 5 day handling time.
• Emails
  • Regular handling of incoming emails to the generic Customer Care email address.

Person Specification

Essential Skills:

• A high level of Customer Care and a strong administrative background is required.
• Excellent communication skills both written and verbal and a fantastic telephone manner are essential.
• Attention to detail with good organisational skills and the ability to prioritise workload.
• Experience gained within a similar role desirable.
• This position requires excellent IT skills with an ability to learn new procedures.
• Fully IT literate with a good knowledge of Word and Excel.
• The Customer Care Representative will have an ability to work on their own initiative, towards targets, whilst also maintaining a good teamwork ethic.

Vacancy Details

• Hours of Work: Monday to Thursday – 8:00am to 4:30pm with one hour for lunch. Friday – 8:00am to 4:00pm with one hour for lunch.
• Target Salary: Competitive salary package (dependent on experience).
• Holidays: 25 days holiday.
• Pension: Company pension plan.

At Crown, we know that our employees are the driving force behind our success in the material handling industry. We cultivate a culture of passionate people and inspired innovation. In fact, throughout Crown’s history, more than 1,000 employees have reached a 25-year milestone, and we are proud to have travelled their career paths with them.

From employee training and development to competitive compensation packages, we invest in our employees, knowing that people are always at the core of what moves us forward.

In addition to financial remuneration and participation, we our offer our employees various social benefits including but not limited to:

• 25 days annual leave plus bank holidays.
• Excellent discount scheme with access to the best perks from some of the UK’s biggest brands.
• Employee assistance programme.

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