Customer Care Representative
Crown Lift Trucks Canada
Concord, ON

Crown Lift Trucks is the premier material handling dealer in Canada. A leader in the industry and a one stop shop for all a company’s material handling needs. Crown Lift Trucks Canada operates 8 full-service branches in both Ontario and Quebec offering complete service solutions including maintenance programs, parts supply, as well as training.

SUMMARY

This position is responsible for accurately processing/invoicing service orders and provides assistance and support to customers and road technicians in order to provide excellence in customer service.

SPECIFIC RESPONSIBILITIES

  • Communicate with customers using phone, email, and fax.
  • Evaluate (internal and external) customer service requirements and allocate appropriate resource (dispatch) to meet specific needs.
  • Follow-up and take action to ensure successful resolution of service work and promote customer loyalty.
  • Provide road service technicians with daily workload and assist in road service technician time management.
  • Ensures completed document is provided
  • Compares work description to labour and parts content
  • Compares ERP to given work order (ERP – enterprise resource....data entry software); ensuring matched data
  • Compares purchase orders to invoices
  • Reviews customer comments for any unique instructions
  • Flag any work orders needing approval or having major discrepancies (as defined by corporate standards) to the Field Service Manager.
  • Invoices internal and external customers
  • Communicates with customers to obtain information such as purchase order numbers
  • Provides information as requested by customers, or internal colleagues, to verify information
  • Provides assistance to the Field Service Manager to maintain an acceptable and accurate workload as defined by corporate goals.
  • Provides assistance to technicians to resolve issues in a timely manner in order to maintain an acceptable and accurate customer invoicing process.
  • Other Service Department tasks including: Sending and following up on Service Quotes; Processing Credits; Billing issue timely resolution.
  • Perform all other connected service department duties as required by the Branch Manager

KNOWLEDGE AND EXPERIENCE

  • Microsoft Office Outlook, Excel & Word experience
  • Web Browser and general PC experience
  • Customer Service experience
  • General automotive or industrial mechanical knowledge is an asset
  • Demonstrated excellent problem solving and reasoning skills
  • Demonstrated excellent communication and interpersonal skills
  • Demonstrated excellent organizational and planning skills
  • Ability to work within a team
  • Ability to establish priorities in a fast pace environment.
  • Safety focused

#HPLarge

Job Type: Full-time

Experience:

  • Microsoft Office: 5 years (Required)
  • Customer Servce: 5 years (Required)
  • Navision: 2 years (Preferred)

Education:

  • Secondary School (Required)

Location:

  • Concord, ON (Required)

Language:

  • English (Required)