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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 family-owned ethos.
- Benefits: Enjoy competitive salary, pension plan, 25 days leave, and exclusive discounts.
- Other info: Flexible working hours and opportunities for personal growth await you.
- Why this job: Be part of a passionate team that values innovation and customer satisfaction.
- Qualifications: Strong communication skills and a knack for organisation are essential.
The predicted salary is between 25000 - 32000 £ 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.
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.
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.
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 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.
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.
Customer Care Representative - Birmingham employer: Crown Lift Trucks
Contact Detail:
Crown Lift Trucks Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Representative - Birmingham
✨Tip Number 1
Get to know the company! Research Crown Lift Trucks and understand their products and values. This will help you tailor your conversation 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 common customer scenarios.
✨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.
✨Tip Number 4
Don't forget to 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!
We think you need these skills to ace Customer Care Representative - Birmingham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the Customer Care Representative role. We want to see how you can contribute to our commitment to excellent customer service!
Show Off Your Communication Skills: Since this role requires excellent written and verbal communication, don’t hold back! Use clear and concise language in your application to demonstrate your ability to communicate effectively, just like you would with our customers.
Highlight Your Organisational Skills: We’re looking for someone who can manage their workload efficiently. Share examples of how you've successfully prioritised tasks in previous roles, as this will show us you can handle the busy environment of our Customer Care team.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Crown Lift Trucks
✨Know Your Customer Care Mantra
Before the interview, make sure you understand what excellent customer care means to Crown Lift Trucks. Familiarise yourself with their commitment to going the extra mile for customers and think of examples from your past experiences that demonstrate this.
✨Master the Technical Details
Since the role involves using in-house software like BaaN, brush up on your IT skills and be ready to discuss how you've used similar systems in previous roles. If you can, practice navigating through common tasks you might encounter.
✨Show Off Your Organisational Skills
Crown values attention to detail and the ability to prioritise workloads. Prepare to share specific instances where you successfully managed multiple tasks or projects, highlighting your organisational strategies and how they led to positive outcomes.
✨Communicate Clearly and Confidently
Excellent communication is key for this role. During the interview, practice clear and concise responses. You might even want to rehearse common interview questions with a friend to ensure your verbal and written communication skills shine through.