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.
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Customer Care
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- Build relationships and maintain regular contact with customers, keeping them fully updated in relation to all open work orders for their site.
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Service Call Intake & Dispatch
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- 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.
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Clocking Validation
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- Review automatically generated daily clocking reports relating to technician time clocking, and make any required adjustments.
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Invoicing
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- Verify all labour and part items are present on work orders, and generate accurate invoices.
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PM Agreements
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- Enter PM agreements into in-house software for scheduling and update as necessary.
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Estimates
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- Daily review of all outstanding estimates on in-house software, and regular communication with customers to bring these to a satisfactory conclusion.
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Invoice Queries
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- Review and resolve any invoice queries in line with the company’s 5 day handling time.
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Emails
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- Regular handling of incoming emails to the generic Customer Care email address.
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