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Customer Service Administrator

3 months ago

Elyria, United States Crane Aerospace & Electronics Full time

Customer Service Administrator

Location OH, Elyria

Department Sales

Employment Type Full Time

Crane Aerospace & Electronics has an exciting opportunity for a Customer Service Administrator at our Elyria, OH site.

About Crane:

Crane Aerospace & Electronics supplies critical systems and components to the aerospace and defense markets. You'll find Crane Aerospace & Electronics in some of the toughest environments: from engines to landing gear; from satellites to medical implants and from missiles to unmanned aerial systems (UAS).

Our Crane Aerospace & Electronics Elyria facility has been a bedrock in the community-friendly town of Elyria, Ohio, for more than a century. Known for our excellence in pumping technology, our Elyria site produced the first-ever positive displacement pump for high performance piston engine aircraft and even supplied pumps for Charles Lindbergh in the 1930s. We have more than 150,000 fuel and lubrication pumps in service today and are proud to offer custom thermal management system solutions for a range of next-gen applications. Start the next chapter of your career with Crane Aerospace & Electronics

Job Summary:

The Customer Service Administrator IIis responsible forsupporting sales success by performing administrative activities for assigned customers. This positionis responsible forconsulting with business managers/Customer Account Managers/Regional Sales Managers asrequired. This includes either pre-award or post-award activities. Assuringappropriate communicationbetween the company, itscustomersand regulatory agencies. The Customer Service AdministratorIIactsasacustomerliaisonregardingquotes,purchases,orderstatus,dataentry,maintainingfiles, 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 significantdegree.

This position is eligible for our Crane Flex Hybrid schedule which allows for the option of up to 2 days/week of work-from-home. Some conditions apply which will be discussed during the interview process. Full policy to be provided after hire.

Essential Functions:

  • Review and negotiate customer purchase orders for compliance to Crane policies and applicableexportand/orGovernmentregulations.Administerandmanagepurchaseordersby flowing down essential requirements through the business to ensure these requirements are met in a cost-effective andtimelymanner. This includes managing internal coordination and flowingdownofpurchaseorderspecifications,qualityrequirements,termsandconditionsand applicable Government Federal AcquisitionRegulations
  • InterpretandenterpurchaseorderrequirementsintoERPsystemandprovideorder acknowledgements tocustomers
  • UnderstandCraneBusinessSystemtoolssuchaskeyperformanceindicatorsandstandardworkin order toparticipatein continuous improvementefforts
  • Preparetimelyresponsestocustomerrequestsforquotes(RFQ)throughinternalcoordination to convey pricing and delivery information back to thecustomer
  • Supportaccountsreceivablestoaddresspastduepaymentissuesforassignedcustomerbase
  • Processwarrantyreturnsandensuretimelyprocessingtosupportcustomerrequirements
  • Establish and grow relationships with our customer base by providingaccurateandtimelystatus of shipments through a variety of means such as daily / weekly telecoms,WebExand facetofacemeetings.CoordinatewithCustomerAccountManagers/RegionalSalesManagers to resolve customer-relateddisputes.
  • Administer Customer web-based portals asrequiredto 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 reportingwithin portalapplications.
  • Support demand management and Regional Sales Managers/Customer Account Managers to ensureaccuratecustomerforecastisenteredinERPinordertodrivematerialrequirements and sales planning asapplicable
  • Ensure applicable export compliance requirements are adheredto
  • Validate customer scorecards and contest any findings that are not in line with actual performance.Thisincludesthecomparisonofcustomerandinternaldeliverydatainordertoensurewearealignedwithourcustomer'sscorecardratingasapplicable.Thisincludesworkingwithinternaloperationstomakerecommendationstoensureahighcustomeron-time deliveryperformance
  • Basic knowledge ofCrane Business System tools such as key performance indicators, transactional processimprovement,problemsolving,andstandardworkinordertoparticipateincontinuous improvementefforts
  • AbletoprovideexcellentCustomerServicethroughcommunicationandproblemsolvingto include but not limitedto:quick response to Customer inquiries (calls and e-mails), using resources as required to ensure customersatisfaction
  • Exhibit ageneralunderstanding of applicable business processesin order totrain Customer Service administrators in elements of their essential functions. Continually review processesin order toidentifydeficiencies to support process improvementin order toelevate the performance of theteam.
  • Any other task assigned by supervisor ormanagement

Non-Essential Functions:

  • Accurately manage internal databases or CRM tools asapplicable
  • Provide follow up and support to the Regional Sales Managers/businessmanagers/customer accountmanagers
  • Coordinating with other internal functional teamsin order todrive expedited/aircrafton ground (AOG) orders asapplicable

Minimum Qualifications:

  • Experience:2-5years of applicable Customer Service workexperience
  • Knowledge: Understands concepts, practices, and procedures of business administration; Job requires creativity and alternative thinking to developnew ideasfor 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 businesstransactions
  • Skills/Abilities: Ability to proficiently use an ERP system; Ability to follow department processesandworkflow;Abilitytoworkcollaborativelywithemployeeswithindepartment 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 supportingface-to-facemeetings;Strongcommunicationskillsincludingphoneandemail
  • Education/Certification: High SchoolDiploma
  • Eligibility Requirement: This position may require access to Controlled Data or Information. Where the position requires such access only US Persons will be considered. As a US Department of Defense contractor, we are bound by International Traffic in Arms Regulations (ITAR).

Preferred Qualifications:

  • OracleExperience
  • Aerospace ManufacturingExperience
  • Associates or bachelor'sdegree

Top Benefits:

As a team member at Crane Aerospace and Electronics, you'll enjoy:

  • Benefits: Health care, dental or life insurance starting the first day of the month
  • Time Off: 15 days of paid time off that start accruing your first day at Crane and 12 paid holidays per year.
  • 401k Retirement Plan: 401k plan with company match
  • Education Reimbursement: eligible after 90 days of employment
  • Flexible work schedule: This position is eligible for our Crane Flex Hybrid schedule which allows for the option of up to 2 days/week of work-from-home. Some conditions apply which will be discussed during the interview process. Full policy to be provided after hire.

You can see a list of our benefits at or visit our website at for more information on our company and great opportunities.

We are committed to operational excellence and world class processes. We employ Lean manufacturing techniques to optimize manufacturing efficiency and accuracy on all product lines. Our products are known for their technical strength, proven reliability and overall value.

In our efforts to maintain a safe and drug-free workplace, Crane Aerospace & Electronics requires that candidates complete a satisfactory background check. FAA sensitive positions require employees to participate in a random drug test pool.

This description has been designed to indicate the general nature and level of work being performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Crane Company is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, religion, sex, national origin, marital status, age, sexual orientation, gender identity, disability, pregnancy, medical condition, genetic information, protected veteran status or any other characteristic protected under federal, state, or applicable local law.