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Customer Care Representative
3 months ago
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.
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 inhouse software.
- Jeopardy management of open work orders, ensuring all customer SLA's are met.
- Report any noncompliance issues to Management.
- Process Crown owned equipment repair information into inhouse 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 inhouse software for scheduling and update as necessary.
Estimates
- Daily review of all outstanding estimates on inhouse 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.
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 hour week 09:00am to 5:30pm or 8:00am to 4:30pm with one hour for lunch.
Friday am to 4:00pm or 9:00am to 5:00pm 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.
- 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 Ledger
Rutherford Road
Basingstoke
RG24 8PD
