Customer Service Rep III
Americas, USA, Oklahoma, Tulsa
John Crane (www.johncrane.com) is a global leader in rotating equipment solutions, supplying engineered technologies and services to process industries. The company designs and manufactures a variety of products including mechanical seals and systems, couplings, filtration systems and predictive digital monitoring technologies. John Crane customer service is accessed through a global network of more than 200 sales and service facilities in over 50 countries. Fiscal year 2017 revenue was greater than 1.1 Billion USD (885m). John Crane is part of Smiths Group (www.smiths.com), a global leader in applying advanced technologies for markets in threat and contraband detection, energy, medical devices, communications, and engineered components.
The Customer Services Representative (CSR) III problem solves and works independently, generates and analyzes various metric reports. CSR IIIs guides levels I and II. CSR IIIs improve processes and recommends department improvements.
Report to management on customer satisfaction:
Delivery performance by site comparing performance to due date vs. customer request date.
Delivery performance by site comparing performance to promise date vs. customer request date.
Summarize the survey to customer by ratings.
Review order status to insure proper scheduling methods to meet scheduled delivery dates and achieve customer satisfaction, in accordance with current quality management system.
Publish performance reports to various accounts, as required.
Open order reports are to be reviewed in a timely manner to rectify any concerns prior to expediting the process.
Analyze complex processes in a systematic manner and create reports in a clear and concise fashion.
Generate complex quotes for intercompany and external customers.
Liaise with Quality Department on RMA and AQR's.
Generate reports as needed to the improvement of customer backlogs.
Ability to deescalate and mitigate customer obstructions to a positive outcome on behalf of John Crane.
Manage special projects as assigned by management.
Potential Field Location Responsibility: If applicable, develops a Master Scheduling Plan spreadsheet on major customers to work in conjunction with the planning areas to insure attainment of blanket orders with respect to delivery, cost requirements, and inventory levels. Master Schedule Plan must be coordinated, prioritized, and monitored/reported to insure availability of product.
Potential Field Location Responsibility: Along with Group Lead, utilize Pricing Tool (LPG) to price all assemblies and components in proposal status.
Potential Field Location Responsibility: Process end of months closing activities.
Potential Field Location Responsibility: Balance and troubleshoot daily order activity.
Additional duties as assigned.
Associates degree or equivalent work experience required. Bachelor's Degree preferred.
Minimum 3 years related work experience.
Must have experience in an ERP System.
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 a group environment.
Ability to read blue prints, 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.
Bilingual English Spanish a plus.
Must be able to sit for extend periods of time; a minimum of 2 hours.
Must be able to maneuver to all areas of the office, shop, warehouse, or manufacturing plant.
Must be able to lift and carry up to 10 pounds.
Must be able to bend, reach, kneel, twist, and grip items while working at assigned desk area.
Must have the manual dexterity and coordination to operate office equipment.
Must be able to simultaneously manage several objectives, changing priorities and reassign priorities to complete assignments.
Must be able to read, write, speak and understand English.
Must be able to respond to visual and aural cues.
Complete all work in a safe manner and follow all safety requirements consistent with supporting the Company's goals.
Lifting guidelines in accordance with the Manual Lifting Guidelines noted in the Safety Handbook.
Follow all environmental requirements consistent with supporting the company's environmental performance goals.
Complete, and actively participate in all other EHS training requirements.
Work environment is typically considered within a Smiths location during normal or extended business hours to include offices, manufacturing plants and repair facilities. Work environment may also include customer sites including oil well sites, and meeting venues.
It is the policy of John Crane to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, color, religion, gender, sex, sexual orientation, genetic information, marital status, status with regard to public assistance veteran status or any other characteristic protected by federal, state, or local LAW. In addition, John Crane will provide reasonable accommodations for qualified individuals with disabilities.
John Crane Inc