Customer Care Representative

About Crown Lift Trucks Ltd

Since its entry into the material handling industry in the 1960s, Crown Equipment Corporation has earned a reputation for exceptional product design, engineering, and manufacturing of its award-winning line of electric lift trucks. From our smallest pallet truck to our highest lifting VNA truck, our goal is to always provide the user with the safest, most efficient, and ergonomic forklift truck possible. Crown supports customers with a wide selection of electric forklift trucks ranging from pallet trucks to very narrow-aisle VNA trucks. Our brand promise is: “Crown designs, manufactures, distributes, services and supports material handling products that provide customers with superior value.” Quality and performance are the foundation of Crown’s success. Since our inception, our company culture has always been about people performing and working as a team to ensure that quality is built into every forklift truck we make. Crown’s headquarters, manufacturing facilities, and network of branches offer diverse and challenging careers in a broad range of professional and vocational roles.

The role of the Customer Care Representative is to interpret the requirements of both internal and external customers, process and maintain accurate and up-to-date maintenance records onto the in-house ERP system (BaaN), and provide administrative support to the UK Fleet of Fork Lift Engineers, including planning and dispatching engineers as needed. This role is critical to the UK Service Team's success, requiring effective task management and workload prioritization. Representatives must maintain good housekeeping in relation to Work In Progress (WIP) and handle a busy telephone and email service used to log breakdown calls from clients across the UK. An excellent Customer Care approach, going the extra mile to meet customer needs, is essential. The team is required to achieve targets related to KPIs and Service Budgets.

Key Responsibilities

• Build relationships and maintain regular contact with customers, keeping them updated on all open work orders.
• Receive service repair and maintenance requests, enter them into the software, manage open work orders, and ensure SLAs are met.
• Report non-compliance issues to management.
• Process repair information for Crown-owned equipment into the system.
• Monitor service dashboard to ensure timely processing of WIP.
• Review daily clocking reports, make adjustments as needed.
• Verify labor and parts on work orders and generate accurate invoices.
• Enter and update PM agreements in the system.
• Review outstanding estimates daily and communicate with customers to resolve them.
• Handle invoice queries within the company's 5-day resolution target.
• Manage incoming emails to the Customer Care email address.

Person Specification

• High level of Customer Care and strong administrative background.
• Excellent communication skills, both written and verbal, with a professional telephone manner.
• Attention to detail, organizational skills, and workload prioritization ability.
• Experience in a similar role is desirable.
• Proficiency with IT, including Word and Excel, and ability to learn new procedures.
• Ability to work independently and as part of a team, meeting targets and maintaining teamwork ethic.

Vacancy Details

• Hours of Work: Monday to Thursday, 37 hours/week, 09:00-17:30 or 08:00-16:30 with lunch; Friday 08:00-16:00 or 09:00-17:00 with lunch.
• Salary: Competitive, dependent on experience.
• Holidays: 25 days plus bank holidays.
• Pension: Company pension plan.

At Crown, we value our employees as the driving force behind our success. We foster a culture of passionate people and innovation. We offer training, development, competitive pay, and social benefits including generous leave, discounts, and support programs.