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- Tasks: Support customers and manage service requests while achieving performance targets.
- Company: Crown Lift Trucks is a leader in electric lift truck design and manufacturing since the 1960s.
- Benefits: Enjoy 25 days holiday, a competitive salary, and access to exclusive discounts.
- Why this job: Join a passionate team focused on quality and customer care in a supportive environment.
- Qualifications: Strong communication skills and a background in customer service are essential.
- Other info: Full-time role with a Monday to Friday schedule, perfect for balancing work and studies.
The predicted salary is between 24000 - 36000 £ per year.
Customer Care Representative – Birmingham
2 days ago Be among the first 25 applicants
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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.
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.
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.
Please Contact Us Via Our Website At
Crown Lift Trucks Ltd
Karen Callander
Rutherford Road
Basingstoke
RG24 8PD
www.crown.com
If you have any further queries regarding this job, please do not hesitate to contact the Recruitment Team at Crown Lift Trucks Ltd on 01256 300211 or via uk.recruitment@crown.com
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Customer Care Representative - Birmingham employer: Crown Lift Trucks UK
Contact Detail:
Crown Lift Trucks UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Representative - Birmingham
✨Tip Number 1
Familiarise yourself with Crown Lift Trucks' products and services. Understanding their electric lift trucks and the specific needs of their customers will help you engage in meaningful conversations during interviews.
✨Tip Number 2
Highlight your customer service experience in previous roles. Be prepared to share specific examples of how you've gone the extra mile for customers, as this aligns with Crown's commitment to exceptional customer care.
✨Tip Number 3
Brush up on your IT skills, especially with ERP systems and software like Excel. Being able to demonstrate your proficiency in these areas can set you apart from other candidates.
✨Tip Number 4
Prepare to discuss how you manage multiple tasks and prioritise workloads. Crown values organisational skills, so sharing strategies you've used in past roles will show you're a good fit for their team.
We think you need these skills to ace Customer Care Representative - Birmingham
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and skills required for the Customer Care Representative position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your relevant experience, particularly in customer care and administration. Use bullet points for clarity and focus on achievements that demonstrate your ability to meet KPIs and manage workloads effectively.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how you've gone the extra mile for customers in previous roles, as this aligns with Crown's customer care mantra.
Proofread Your Application: Before submitting, thoroughly proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects attention to detail, which is crucial for the Customer Care Representative role.
How to prepare for a job interview at Crown Lift Trucks UK
✨Showcase Your Customer Care Skills
As a Customer Care Representative, your ability to connect with customers is crucial. Prepare examples of how you've gone the extra mile in previous roles to resolve customer issues or enhance their experience.
✨Demonstrate Organisational Skills
The role requires excellent organisational skills and the ability to prioritise tasks. Be ready to discuss how you manage multiple responsibilities and ensure that deadlines are met, especially in a busy environment.
✨Familiarise Yourself with the Company
Research Crown Lift Trucks Ltd and understand their products and services. Being knowledgeable about their electric lift trucks and commitment to quality will show your genuine interest in the company and the role.
✨Prepare for Technical Questions
Since the position involves using an in-house ERP system, brush up on your IT skills, particularly with software similar to BaaN. Be prepared to discuss your experience with technology and how quickly you can adapt to new systems.
