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Location

Basingstoke, Hampshire | United Kingdom

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Job description

About Crown Lift Trucks Ltd

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 award-winning 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 narrow-aisle 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 Crown’s 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.

Crown’s headquarters, manufacturing facilities and network of branches offer diverse and challenging careers in a broad range of professional and vocational roles.

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

• 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.

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 – 37.5 hour week 09:00am to 5:30pm or 8:00am to 4:30pm with one hour for lunch.

Friday – 08.00am 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.

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.
• Employee assistance programme.

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Salary