Customer Service Coordinator

About Crown

Crown is one of the world's largest material handling companies with a reputation for award-winning product design, advanced engineering and technology, and superior after-sale service. Crown's business philosophy utilizes vertically integrated processes to design, manufacture and distribute forward-thinking, innovative solutions that improve customers' productivity and operating efficiency. Crown produces a broad range of forklifts as well as automation and fleet management technologies. The Company's global headquarters is located in New Bremen, Ohio, USA, with regional headquarters in Australia, China, Germany and Singapore. Crown employs more than 14,000 people worldwide. Crown operates a service and distribution network that exceeds 500 retail locations in over 80 countries. To learn more about why Crown is a great career choice, visit crown.com. You can also view our online newsroom at Crown Equipment Corporation | Singapore | Material Handling.

Role Summary

As a Customer Service Coordinator at Crown Equipment Pte Ltd, you will play a vital role in fostering excellent relationships with our customers and ensuring their needs are met promptly and efficiently. You will be responsible for coordinating customer service operations, managing inquiries, process orders, and resolving any issues that arise. Your attention to detail, problem-solving abilities, and customer-focused approach will help us uphold our reputation for exceptional service.

This position requires strong communication and organizational skills, as well as the ability to work collaboratively with various departments to enhance the overall customer experience. You will be empowered to contribute to process improvements and drive initiatives that elevate service standards across the board. If you thrive in a fast-paced environment and are passionate about delivering exceptional customer satisfaction, we want to hear from you!

Key Responsibilities

Service Administration

• Provide prompt response to customers’ and service calls, including enquiries and log-in of breakdown calls.
• Allocate service jobs to respective Technicians (open/close jobs, arrangement of spare parts to field technician and issue stationary).
• Provide update of information in AS400 on unavailable Technicians (sick leave or annual leave) to the Service team.
• Provide prompt response to ISMS messages
• Liaise with suppliers for battery job arrangements
• Arrange and make appointments with retail customers, FPM customers and Rentals customers for PMP Services
• Liaise with customers for entry clearances
• Assist to update personal information of Service Technicians.
• Update van allocation in AS400 and hour meters.
• Arrange Technicians to attend customers’ safety courses per customers’ requirements.

Month-end Tasks

• Print invoices and send to customers
• Process factory cards

Reports/Contracts

• Update daily FST job reports.
• Renew customers’ PMP contracts and proposing PMP and put up PMP contract in AS400
• Issue picking lists for Technicians’ spare part orders
• Issue spare parts requisition documents to order parts for GLS
• Prepare daily Dashboard

System Maintenance, Job Cards and Ad hoc tasks

• Process retail, rental, FPM customers, cost of sales, warranty job cards
• Process dispatch advice (POS)
• Update SJC booklet, trucks customers history and ownership history in AS400
• Update service job cards

• Diploma or degree in business management or a related field.
• Proven experience in customer service or sales support roles, preferably within the material handling or logistics industries.
• Strong verbal and written communication skills to effectively liaise with customers and internal teams.
• Excellent organizational skills with the ability to manage multiple tasks and priorities concurrently.
• Proficiency in Microsoft Office Suite
• Problem-solving mindset with a focus on delivering outstanding customer experiences.

This role will be based in our Singapore Branch office at 15 Tuas Avenue 8.

• Medical and Dental benefits

• Group Hospital & Surgical