Job Summary :

The Customer Service Administrator is responsible for supporting sales success by performing administrative activities for assigned customers.

This position is responsible for consulting with business managers / Customer Account Managers / Regional Sales Managers as required.

This includes either pre-award or post-award activities. Assuring appropriate communication between the company, its customers and regulatory agencies.

The Customer Service Administrator II acts as a customer liaison regarding quotes, purchases, order status, data entry, maintaining files, and warranty returns as applicable.

This position carries direct responsibility for performing major assignments, partnering with a diverse array of internal departments that affect business operations to a significant degree.

Essential Functions :

Review and negotiate customer purchase orders for compliance to Crane policies and applicable export and / or Government regulations.

Administer and manage purchase orders by flowing down essential requirements through the business to ensure these requirements are met in a cost-effective and timely manner.

This includes managing internal coordination and flowing down of purchase order specifications, quality requirements, terms and conditions and applicable Government Federal Acquisition Regulations

• Interpret and enter purchase order requirements into ERP system and provide order acknowledgements to customers.
• Resolves complex customer issues and maintains customer accounts of significant value to the company.
• Prepare timely responses to customer requests for quotes (RFQ) through internal coordination to convey pricing and delivery information back to the customer.
• Support accounts receivables to address past due payment issues for assigned customer base.
• Process warranty returns and ensure timely processing to support customer requirements.
• Establish and grow relationships with our customer base by providing accurate and timely status of shipments through a variety of means such as daily / weekly telecoms, WebEx and face to face meetings.

Coordinate with Customer Account Managers / Regional Sales Managers to resolve customer-related disputes.

Administer Customer web-based portals as required to support the disposition of returned goods and associated transactions such as debit / credit administration, corrective action response and closure of open actions within portal.

Conduct data entry and reporting within portal applications.

• Support demand management and Regional Sales Managers / Customer Account Managers to ensure accurate customer forecast is entered in ERP in order to drive material requirements and sales planning as applicable.
• Ensure applicable export compliance requirements are adhered to
• Validate customer scorecards and contest any findings that are not in line with actual performance. This includes the comparison of customer and internal delivery data in order to ensure we are aligned with our customer’s scorecard rating as applicable.

This includes working with internal operations to make recommendations to ensure a high-customer on-time delivery performance.

• Schedule and plan new product introduction (NPI) hardware shipments and milestone billings through the coordination with cross-functional teams in order to drive successful timely launch of new programs / products as applicable.
• Understand Crane Business System tools such as key performance indicators, transactional process improvement, problem solving, and standard work in order to participate in continuous improvement efforts.
• Exhibit a high level of understanding of applicable business processes in order to train Customer Service administrators in elements of their essential functions.

Continually review processes in order to identify deficiencies to support process improvement in order to elevate the performance of the team.

Any other task assigned by supervisor or management.

Non-Essential Functions :

• Accurately manage internal databases or CRM tools as applicable
• Provide follow up and support to the Regional Sales Managers / business managers / customer account managers.
• Coordinating with other internal functional teams in order to drive expedited / aircraft on ground (AOG) orders as applicable.

Minimum Qualifications :

• Experience : 5 years of applicable Customer Service work experience
• Knowledge : Understands concepts, practices, and procedures of business administration; Job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems.
• Working knowledge of customer portals, Export Administration Regulations, Incoterms, and ITAR Compliance; Basic knowledge of FAR / DFAR, government procurement specifications, regulations, and compliance requirements;
• A general understanding of pricing principles, how to research invoices, payments, and debits; general understanding and application of industry principles, concepts, practices, and standards of the Customer Service field;

business acumen with the ability to clearly recognize risk elements in business transactions

• Skills / Abilities : Ability to proficiently use an ERP system; Ability to follow department processes and work flow; Ability to work collaboratively with employees within department and across functions;
• Demonstrated ability to troubleshoot customer issues; Demonstrated ability to convey information and analysis clearly as needed to customers;
• Demonstrated outstanding organizational skills; Demonstrated ability to solve routine to moderately complex problems; Intermediate to advanced Microsoft Office skills (Word and Excel);
• Customer friendly and responsive with a view to providing customer satisfaction including supporting face-to-face meetings;

Strong communication skills including phone and email

• Education / Certification : Bachelor’s degree or equivalent experience
• Eligibility Requirements : This position requires access to controlled data or information and therefore only US persons will be considered.

As a US Department of Defense contractor we are bound by the International Traffic in Arms Regulations (ITAR).

Preferred Qualifications :

• Oracle Experience
• Aerospace Manufacturing Experience
• Bachelor’s degree

Working Conditions :

• Standard office environment
• Work requires substantial visual concentration on detail.
• Working conditions are normal for a manufacturing environment.
• Manufacturing operations may require the use of safety equipment to include but not limited to : eye safety glasses, gowning, masks, hearing protectors, heel / wrist straps and any other required PPE.
• May be exposed to unusual environmental conditions such as loud noises, cold temperatures, confined spaces, dust or fumes.
• Must be flexible to work overtime as needed.

Last updated : 2024-03-26