Customer Care Representative - Birmingham

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 awardwinning 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 narrowaisle 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 Crowns 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.

Crowns headquarters manufacturing facilities and network of branches offer diverse and challenging careers in a broad range of professional and vocational roles.

To deliver Excellence in Customer Care whilst also achieving monthly targets set in relation to KPIs 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 inhouse 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 Teams 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 KPIs and Service Budgets.

Customer Care

• Build relationships and maintain regularcontact with customers keeping them fully updated in relation to all open workorders for their site.

Service Call Intake & Dispatch

• Receiveservice repair and maintenance requests from customer and enter into inhousesoftware.
• Jeopardymanagement of open work orders ensuring all customer SLAs are met.
• Report anynoncompliance issues to Management.
• ProcessCrown owned equipment repair information into inhouse software.
• Regularmonitoring of service dashboard to ensure WIP is processing within targets.

Clocking Validation

• Review automatically generated daily clockingreports relating to technician time clocking and make any requiredadjustments.

Invoicing

• Verify alllabour and part items are present on work orders and generate accurateinvoices.

PM Agreements

• Enter PMagreements into inhouse software for scheduling and update as necessary.

Estimates

• Dailyreview of all outstanding estimates on inhouse software and regularcommunication with customers to bring these to a satisfactory conclusion.

Invoice Queries

• Review andresolve any invoice queries in line with the companys 5 day handling time.

Emails

• Regularhandling of incoming emails to the generic Customer Care email address.

Essential Skills:

• A high level of Customer Careand a strong administrative background is required.
• Excellent communication skillsboth written and verbal and a fantastic telephone manner are essential.
• Attention to detail with goodorganisational skills and the ability to prioritise workload
• Experience gained within a similarrole desirable.
• This position requires excellent IT skills with an abilityto learn new procedures.
• Fully IT literate with a goodknowledge of Word and Excel
• The Customer CareRepresentative will have an ability to work on their own initiative towards sets targets whilst also maintaining a good team work ethic.

Hours ofWork:

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:

Companypension 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 Crowns history more than 1000 employees have reached a 25year 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 UKs biggest brands.
• Employee assistance programme.