Company Overview
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 has utilised vertically integrated processes to design, manufacture, and distribute forward‑thinking solutions that improve customers' productivity and operating efficiency. Crown produces a broad range of forklifts, batteries, chargers, automation solutions, fleet management technologies, and warehouse solutions.
Since 1945, Crown, a family‑owned company, places the customer at the heart of its business. Its brand promise is: "When every minute matters, customers can count on Crown to keep their businesses moving."
Job Description
Deliver excellence in customer care and achieve monthly KPI targets and service budgets. The Customer Care Representative interprets internal and external customer requirements, maintains accurate maintenance records in the in‑house ERP system (BaaN), and supports the UK Fleet of Fork Lift Engineers with planning and dispatching.
This role is critical to the UK Service Team's success, requiring task management and prioritisation of daily workloads. The representative maintains good housekeeping of work‑in‑progress, manages a busy telephone and email service for breakdown calls, and embodies a "customer care" mantra that goes the extra mile.
The team must meet specific KPI and budget targets.
Responsibilities
- Customer Care
- Build relationships and keep customers updated on all open work orders.
- Service Call Intake & Dispatch
- Receive service repair and maintenance requests from customers and enter them into in‑house software.
- Manage open work orders to ensure all customer SLAs are met.
- Report non‑compliance issues to management.
- Process Crown‑owned equipment repair information into the software.
- Monitor the service dashboard so WIP stays within targets.
- Clocking Validation
- Review daily clocking reports for technician time and adjust as needed.
- Invoicing
- Verify labour and part items on work orders and generate accurate invoices.
- PM Agreements
- Enter PM agreements into software for scheduling and update as necessary.
- Estimates
- Review outstanding estimates daily, communicate with customers, and drive them to closure.
- Invoice Queries
- Resolve invoice queries within the company’s 5‑day handling time.
- Emails
- Handle incoming emails to the generic Customer Care address regularly.
Person Specification
Essential Skills:
- High level of customer care and strong administrative background.
- Excellent written, verbal and telephone communication skills.
- Attention to detail, organisational ability and workload prioritisation.
- Experience in a similar role desirable.
- Excellent IT skills, quick to learn new procedures.
- Fully IT literate with good knowledge of Word and Excel.
- Self‑initiative, target‑driven and a team player.
Vacancy Details
- Hours of Work: Monday‑Thursday 8:00‑4:30 (1‑hour lunch); Friday 8:00‑4:00 (1‑hour lunch).
- Target Salary: Competitive package depending on experience.
- Holidays: 25 days holiday.
- Pension: Company pension plan.
Benefits
- 25 days annual leave plus bank holidays.
- Discount scheme with access to top UK brands.
- Employee assistance programme.
