Customer Service Representative

1 month ago

Pasadena, United States Smiths Group plc Full time
Customer Service Representative (Administrative)

Location:
North America, USA, Pasadena

Ref:
JOHNCRANENA02066

Division:
John Crane

Job Function:
Customer Service

About Us

Smiths is always looking for curious minds. For new colleagues who want responsibility and relish a challenge. Those who would like to use their talents to help make the world safer, healthier, more efficient and more connected.

We're proud that we've been helping propel the human world forwards during our 160 year history of innovation. By looking at things differently. By adapting and never standing still. And by always thinking big.

Today we're an aligned global business of five divisions and around 22,000 colleagues that touches the lives of millions every year across five vibrant global markets.

For more than 100 years, John Crane has partnered our customers around the world to deliver innovative solutions that improve process and equipment reliability through a relentless focus on quality, a passion for service, and uncompromising commitment to our people, safety, the environment and ethical business practices.

With more than 5,800 employees around the globe, we supply and service the products used by our customers in process industries for their mission-critical operations.

Being a valued and trusted partner is more than what we do-it is our legacy. Our core values-respect, ownership, integrity, customer focus and passion-guide our actions and behavior every day.

So whether you're an experienced professional or just starting out on your career, our global scale and focus on growth means great career opportunities for the right colleagues. There's never been a better time to join Smiths. And help us create the future.

Job Description

This person will perform specialized duties relating to assisting, supporting, and resolving internal and external customer's needs. This person problem solves and works independently, generates and analyzes various metric reports.Will aim to improve processes and recommend department improvements.

Duties & 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.
  • Will deescalate and mitigate customer obstructions to a positive outcome on behalf of John Crane.
  • Manage special projects as assigned by management.
The Individual
  • Associates Degree in business or equivalent work experience with a high school diploma or equivalent is required.Minimum four years related experience; and experience in an ERP System is required.
  • Strong verbal, written, problem solving, and organization skills required.
  • Intermediate to advanced knowledge of Microsoft Office Products is required.
  • Must be detail oriented and be able to work independently using sound judgment and have the ability to work in cross functional teams.
  • Ability to read blueprints, identify product lines and answer basic technological questions.
  • Familiarity with rotating equipment and pumps, a plus.
  • Experience in planning, materials and scheduling as needed.
  • Demonstrated ability to mentor others.
  • Bilingual English - Spanish is a plus and experience working in a diverse environment is preferred.
PHYSICAL/MENTAL REQUIREMENTS:
  • 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.


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