Customer Service Representative

Company Description

John Crane, a business of Smiths Group, is a global leader in mission-critical flow control solutions for energy and process industries that enable efficient and sustainable operations. Our products include mechanical seals and systems, couplings, bearings, filtration systems, and predictive digital monitoring technologies. 

We have a global network of more than 200 sites in over 50 countries and employ more than 6,000 people worldwide. We partner with our customers to help them keep their operations safe, reduce downtime, improve efficiency, and meet the latest environmental standards. 

John Crane is part of Smiths Group. For over 170 years, Smiths has been pioneering progress by engineering for a better future. We serve millions of people every year, helping to create a safer, more efficient, productive, and better-connected world across four global markets: energy, security & defence, space & aerospace, and general industrial. Listed on the London Stock Exchange, Smiths employs approximately 16,000 colleagues in over 50 countries. 

Job Description

The Customer Service and Support function is responsible for assisting, supporting, and resolving customer questions related to products and services. This individual problem-solves, generates, and analyzes metric reports, mentors less experienced Customer Service Representatives, and recommends process and departmental improvements.

Key responsibilities include:

• Reporting to management on customer satisfaction.
• Tracking delivery performance by site, comparing due dates versus customer request dates, and promise dates versus request dates.
• Summarizing customer surveys by ratings.
• Reviewing order status to ensure proper scheduling methods are in place to meet delivery commitments and achieve customer satisfaction in line with the quality management system.
• Publishing performance reports for various accounts as required.
• Reviewing open order reports in a timely manner to resolve concerns prior to expediting.
• Analyzing complex processes systematically and preparing clear, concise reports.
• Generating complex quotes for both intercompany and external customers.
• Liaising with the Quality Department on RMAs and AQRs.
• Producing reports to support reduction of customer backlogs.
• De-escalating and mitigating customer issues to ensure positive outcomes on behalf of John Crane.
• Managing special projects as assigned by management.
• Developing a Master Scheduling Plan spreadsheet for major customers, coordinating with planning teams to ensure delivery, cost, and inventory requirements are met. This plan must be monitored, prioritized, and reported to ensure product availability.
• Assisting with use of the Pricing Tool (LPG) to price assemblies and components in proposal status.
• Supporting end-of-month closing activities, including balancing and troubleshooting daily order activity.

Qualifications

• Experience in an ERP System is required.
• Intermediate to Advanced knowledge of Microsoft Office Products.
• Must be detail oriented and be able to work independently using sound judgment.
• Ability to work independently or in cross functional teams.  
• Ability to read blueprints, identify product lines and answer basic technological questions, in certain locations.
• Familiarity with rotating equipment and pumps, a plus.
• Strong verbal, written, problem solving, and organization skills required.
• Experience in planning, materials and scheduling as needed. (Bilingual English – Spanish in certain locations).
• Demonstrated ability to mentor others.
• Experience working in a diverse environment is preferred
• Bilingual English – Spanish a plus.

Compensation:

• Hourly rate of $21.32 – $26.44, depending on experience.
• This role includes standard company benefits for full-time employees, including medical coverage and paid time off.

Additional Information

With colleagues stretching across the globe, we are proud of our diversity. To foster inclusivity, we run employee resource groups (ERGs) to provide a safe space for employees to connect and support each other. Our cross-business ERGs include Veterans, Pride Network, Black Employee Network, Women@Work Network, and Neurodiversity. 

Across our company, we recognize excellence, culminating in the Smiths Excellence Awards, our annual celebration of the most extraordinary activities, people, and projects that best showcase our strengths and help drive our business forward. We announce these on our annual Smiths Day, a global celebration of Smiths around our network. 

Join us for a great career with competitive compensation and benefits, while helping engineer a better futu