We are currently hiring a Service Customer Care representative to join our growing team!

Crown Lift Trucks is the premier material handling dealer in Canada. We are a leader in the industry and are considered a one-stop shop for all material handling needs. Crown Lift Trucks Canada operates eight full-service branches in both Ontario and Quebec offering complete service solutions including maintenance programs, parts supply, and training.

WE OFFER

• Competitive compensation
• Tuition reimbursement
• Comprehensive benefits such as: medical insurance, dental, vision, long term/short term disability, life insurance, and more
• Pension plan
• Boot allowance
• Opportunities for advancement and ongoing professional development

POSITION SUMMARY

Reporting to the Branch Manager, this position is responsible for ensuring customer satisfaction while accurately processing and invoicing service orders. The Service Customer Care representative assists customers and Road Technicians to provide excellent in customer service. The ideal candidate will be a team player with the ability to work independently, possess a positive professional attitude, be reliable and timely in attendance. An ideal candidate must also be organized and detail oriented, have strong customer service skills, excellent communication and interpersonal skills and must be motivated to provide excellence on a daily basis.

• Receive service, repair, and maintenance requests from customers using phone, email, and fax, and enter information into branch software. Maintain and update customer and equipment information.
• Communicate with field service technicians to relay service request information: Assign service work and dispatch field service technicians to customer locations based on geographic location, skill level of the technicians, and a planned maintenance schedule.
• Provide assistance to Technicians to resolve issues in order to maintain an acceptable and accurate customer invoicing process.
• Collect, enter, and confirm that work orders are submitted. Verify accuracy and generate invoices for mailing.
• Enter maintenance agreements into branch software for service and billing purposes and update as necessary.
• Maintain customer and technician landmarks in the GPS Tracking System. Monitor the GPS tracking information.
• Monitor work in process report and planned maintenance completion.
• Prepare credit requests and process once approved. Create and run service reports as requested by management.
• May provide back-up support for parts customer care: Receive calls and process parts orders from customers, service technicians, and parts vans.
• Perform other duties as assigned.
• Collaborate with various departments to gather and verify billing information, ensuring timely and accurate invoicing.
• Create and analyze invoicing reports to identify trends, discrepancies, and areas for improvement.
• Provide support to the Centralized Invoicing Program by addressing invoicing-related inquiries, tasks, and projects as needed.
• Maintain accurate and organized records of all invoices, payments, and related documentation.
• Handle various ad-hoc tasks and special projects as assigned.

KNOW HOW & EXPERIENCE

• High school diploma
• Microsoft Office: Outlook, Excel, & Word experience
• Web Browser and general PC experience
• Able to work within a team
• Customer service experience
• Demonstrated excellent problem solving and reasoning skills
• Demonstrated excellent communication and interpersonal skills
• Demonstrated excellent organizational and planning skills
• Ability to establish priorities in a fast-paced environment
• General automotive or industrial mechanical knowledge is an asset

Please note that we currently require all new hires to complete a criminal reference check to be eligible for employment.

We are an equal opportunity employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Crown Lift Trucks Canada will provide accommodations throughout the recruitment and selection process to applicants with disabilities. If selected to participate in the recruitment, selection, and/or assessment process, please inform Human Resources of the nature of any accommodation(s) that you may require to ensure your equal participation.