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- Tasks: Deliver top-notch customer care and manage service requests efficiently.
- Company: Join Crown Lift Trucks, a leader in material handling with a strong customer focus.
- Benefits: Enjoy competitive salary, pension plan, and 25 days annual leave plus bank holidays.
- Why this job: Be part of a passionate team that values innovation and employee growth.
- Qualifications: Strong communication skills and a knack for organisation are essential.
- Other info: Flexible working hours and a vibrant workplace culture await you.
The predicted salary is between 30000 - 42000 £ per year.
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.
- 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 sets targets, whilst also maintaining a good team work 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.
Competitive salary package (dependent on experience) 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 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.
Customer Care Representative in Birmingham employer: Crown Lift Trucks Ltd
Contact Detail:
Crown Lift Trucks Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Representative in Birmingham
✨Tip Number 1
Get to know the company! Research Crown Lift Trucks Ltd and understand their values, products, and customer care philosophy. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Customer Care Representative, you'll need to be clear and friendly on the phone and via email. Try role-playing with a friend or family member to get comfortable with handling customer queries and maintaining a positive tone.
✨Tip Number 3
Show off your organisational skills! Be ready to discuss how you prioritise tasks and manage workloads. Think of examples from your past experiences where you successfully juggled multiple responsibilities while keeping customers happy.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join the Crown team. Don’t forget to follow up after applying to express your enthusiasm!
We think you need these skills to ace Customer Care Representative in Birmingham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Care Representative role. Highlight your customer care experience and any relevant administrative skills that match what we're looking for at Crown.
Show Off Your Communication Skills: Since communication is key in this role, use clear and concise language in your application. Don’t forget to showcase your fantastic telephone manner and written communication skills!
Be Detail-Oriented: Attention to detail is crucial for this position. Ensure your application is free from typos and errors, and demonstrate how you've managed tasks effectively in previous roles.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role as quickly as possible!
How to prepare for a job interview at Crown Lift Trucks Ltd
✨Know Crown's Values
Before your interview, take some time to understand Crown Lift Trucks Ltd's commitment to customer care and innovation. Familiarise yourself with their brand promise: 'When every minute matters, customers can count on Crown to keep their businesses moving.' This will help you align your answers with their core values.
✨Showcase Your Communication Skills
As a Customer Care Representative, excellent communication is key. Prepare examples of how you've effectively communicated with customers in the past, whether through phone calls or emails. Highlight your ability to maintain a positive tone and resolve issues efficiently.
✨Demonstrate Organisational Skills
Crown values attention to detail and the ability to prioritise workloads. Be ready to discuss how you manage multiple tasks and ensure that nothing falls through the cracks. You might even want to share a specific instance where your organisational skills made a difference.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about common customer service challenges and how you would handle them. Practising these scenarios can help you articulate your thought process clearly during the interview.