Customer Care Representative

Crown Equipment Corporation; Warrington; On-site; GBP 21,000 - 32,000; Full time

Benefits offered by this job

25 days annual leave

Excellent discount scheme

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Job summary

Crown Equipment Corporation is seeking a Customer Care Representative in the UK to interpret customer requirements and maintain accurate maintenance records in the ERP system. You will support the UK fleet of engineers, plan dispatches, and handle a high-volume inbox and phone line with a focus on KPI achievement.

The role requires excellent communication, IT literacy, and the ability to prioritise busy workloads while delivering outstanding customer care.

Qualifications

• Experience in a similar role is desirable.
• Excellent IT literacy with Word and Excel.
• Strong verbal and written communication.

Responsibilities

• Log service repair and maintenance requests into the in-house software.
• Jeopardy management of open work orders to meet SLAs.
• Monitor service dashboard to ensure WIP is processed within targets.
• Verify labour and parts on work orders and generate invoices.
• Enter PM agreements into in-house software for scheduling and updates.
• Review outstanding estimates and communicate with customers to close them.
• Resolve invoice queries within the company’s 5-day handling time.
• Build relationships with customers and keep them updated on open work orders.

Skills

Customer service

Communication

Time management

Telephone manners

Tools

Word

Excel

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

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.

General Responsibilities

• Build relationships and maintain regular contact with customers, keeping them fully updated in relation to all open work orders for their site.
• 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.

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."

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 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.
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