MoveMore Service Customer Care Representative

Crown Equipment Corporation•New Castle, IN

19h•Onsite

About The Position

Crown Equipment Corporation, a global leader in lift truck manufacturing, is seeking a Customer Care Representative to manage service repair and maintenance requests. This role involves entering requests into branch software, potentially assigning work to technicians, communicating with sales and service teams, and handling customer pay work orders. The representative will also be responsible for verifying work orders, entering repair details, generating invoices, performing inventory cycle counts, monitoring employee clockings and labor hours, and assisting the parts department. Additionally, this position requires maintaining customer information, processing credit requests, generating service reports, and participating in continuous improvement events. This is a full-time position with opportunities for back-up support in the parts department and other assigned duties.

Requirements

High school diploma or equivalent required.
Good communication skills.
Good analytic skills.
Good customer care skills.
Good computer/data entry skills.
Ability to work in a team environment.
Per 8-hour shift, must be able to sit 6 hours, stand 1 hour, walk 1 hour, see, talk, and hear.
Must be able to frequently keyboard and use the mouse.
Must be able to occasionally reach below knee level, reach above shoulder level, and climb stairs.
Must be able to occasionally work with arms outstretched and work above chest level.

Responsibilities

Receive service repair and maintenance requests from customers and internal staff, and enter them into branch software.
Assign service work to service technicians based on skill level and a planned maintenance schedule.
Communicate with the sales department and service technicians to relay service request information.
Enter Crown-owned equipment repair information, including repair description, parts usage, labor hours, and payroll hours.
Communicate with customers regarding customer pay work orders, provide quotes, and document repair requirements.
Verify accuracy and generate invoices for mailing.
Perform cycle counts of equipment inventory and ensure equipment status is correct in branch software.
Develop and follow an inventory control plan to meet minimum accuracy requirements.
Monitor clockings, lunches, overtime authorization, and labor hours.
Complete and upload warranty installation reports.
Monitor work in process reports and work order completion.
Report any compliance issues to management.
Assist the parts department in processing and delivering parts orders to service technicians.
Maintain and update customer and equipment information.
Prepare credit requests and process them once approved.
Create and run service reports as requested by management.
Participate in and lead continuous improvement events.
Provide back-up support for the parts department.
Perform other duties as assigned.