Customer Care Representative

About the role

Crown Lift Trucks Ltd, a family-owned material handling company founded in 1945, is looking for a Customer Care Representative. The role interprets the needs of internal and external customers, maintains accurate maintenance records in the in-house ERP system (BaaN) and supports the UK fleet of forklift engineers by planning and dispatching engineers where needed. It is central to the success of the UK Service Team.

Key responsibilities

• Build and maintain regular contact with customers, keeping them informed on open work orders
• Receive service repair and maintenance requests and enter them into the in-house software
• Manage open work orders so customer SLAs are met, report non-compliance to management and monitor the service dashboard
• Review daily clocking reports and adjust technician time entries as needed
• Verify labour and parts on work orders, generate accurate invoices and resolve invoice queries within 5 days
• Enter PM agreements and review outstanding estimates with customers
• Handle incoming emails to the generic Customer Care address

Required profile

• High level of customer care and a strong administrative background
• Excellent written and verbal communication and telephone manner
• Attention to detail, good organisation and ability to prioritise workload
• Ability to work independently towards targets while maintaining a good team spirit
• Experience in a similar role desirable

Required skills

• Fully IT literate, able to learn new procedures
• Good knowledge of Microsoft Word and Excel

What we offer

• Competitive salary depending on experience
• Company pension plan
• 25 days annual leave plus bank holidays
• Discount scheme with access to UK brands
• Employee training and development

Hours: Monday to Thursday 8:00am to 4:30pm, Friday 8:00am to 4:00pm, with one hour lunch each day. Applications are made through the Crown recruitment team.