About Crown Lift Trucks Ltd
Crown is one of the world’s largest material handling companies with a reputation for award‑winning product design, advanced engineering, technology, and superior after‑sales service. Founded in 1945, Crown produces forklifts, batteries, chargers, automation solutions, fleet management technologies, and warehouse solutions that improve customers’ productivity and operating efficiency.
Responsibilities
* Interpret and process both internal and external customer requirements, maintaining accurate maintenance records in the in‑house ERP system (BaaN).
* Provide administrative support to the UK fleet of forklift engineers, planning and dispatching engineers as required.
* Task‑manage and prioritise workloads to meet daily requirements.
* Maintain good housekeeping of work‑in‑progress (WIP) and manage a high volume telephone and email service for breakdown calls across the UK.
* Build and maintain relationships with customers, keeping them updated on all open work orders.
* Receive service repair and maintenance requests from customers and enter them into the in‑house software.
* Manage open work orders, ensuring customer SLA’s are met and reporting any non‑compliance to management.
* Enter crown‑owned equipment repair information into the in‑house software.
* Monitor the service dashboard to ensure WIP is processed within targets.
* Review daily clocking reports for technician time entries and make necessary adjustments.
* Verify all labour and part items are present on work orders and generate accurate invoices.
* Enter PM agreements into the in‑house software and update them as necessary.
* Review all outstanding estimates daily, communicating with customers to reach satisfactory conclusions.
* Resolve invoice queries within the company’s five‑day handling time.
* Handle incoming emails to the generic Customer Care email address.
Essential Skills
* High level of customer care and strong administrative background.
* Excellent written and verbal communication skills with a fantastic telephone manner.
* Attention to detail, good organisational skills, and ability to prioritise workload.
* Desirable experience in a similar role.
* Excellent IT skills and ability to learn new procedures.
* Fully IT literate with a good knowledge of Word and Excel.
* Ability to work independently towards set targets while maintaining a strong team‑work ethic.
Hours of Work
Monday to Thursday – 8:00 am to 4:30 pm with one hour for lunch.
Friday – 8:00 am to 4:00 pm with one hour for lunch.
Benefits
* Competitive salary package (dependent on experience).
* Company pension plan.
* 25 days annual leave plus bank holidays.
* Discount scheme with access to major UK brands.
* Tell Us Health coverage.
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