Job Vacancy for Customer Service Representative at Crown Lift Trucks ULC in Brantford, ON

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.

PERKS & BENEFITS

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

POSITION SUMMARY

This position is accountable to the Service Manager and 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.

POSITION DESCRIPTION

• 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

KNOW HOW & 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

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

At Crown Lift Trucks, we believe in fairness and transparency. While most of our hiring decisions are made by people, we may use technology, including AI-based tools, to assist with parts of the process such as screening or assessments. If this happens, it is always supported by human review.

We welcome applicants with diverse backgrounds and do not require Canadian work experience for this role.

This job posting is for an existing vacancy (not for a future candidate pool).

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 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.

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