Customer Account 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 activities related to assisting, supporting, and resolving customers questions specific to products and services. This person problem solves, generates and analyzes various metric reports. This person guides the less experience Customer Service Representatives. This person improves processes and recommends department improvements.

Responsibilities:

• 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 ensure 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.
• May develop 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.
• May assist with utilization of Pricing Tool (LPG) to price all assemblies and components in proposal status.
• May process end of months closing activities; and may balance and troubleshoot daily order activity.

Qualifications

• Experience in an ERP System is required.
• 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. 
• Demonstrated ability to mentor others.
• Bilingual English – Spanish a plus.

Hourly Range:

$22.00 through $28.00 USD (DOE)

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 future. 

We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.

At no time during the hiring process will Smiths Group, nor any of our recruitment partners ever request payment to enable participation – including, but not limited to, interviews or testing. Avoid fraudulent requests by applying jobs directly through our career’s website (Careers - Smiths Group plc)