Customer Service Representative
Customer Service Representative
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Job Description
This person will perform specialized duties relating to assisting supporting and resolving internal and external customers needs. This person problem solves and works independently generates and analyzes various metric reports. Will aim to improve processes and recommend 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 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 AQRs.
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.
Qualifications :
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.
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 crossbusiness ERGs include Veterans Pride Network Black Employee Network 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 race colour 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 careers website (Careers Smiths Group plc)
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
