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Customer Service Representative II



About Us


John Crane (www.johncrane.com) is a global leader in rotating equipment solutions, supplying engineered technologies and services to process industries. The company designs and manufactures a variety of products including mechanical seals and systems, couplings, filtration systems and predictive digital monitoring technologies. John Crane customer service is accessed through a global network of more than 200 sales and service facilities in over 50 countries. Fiscal year 2017 revenue was greater than 1.1 Billion USD (?885m). John Crane is part of Smiths Group (www.smiths.com), a global leader in applying advanced technologies for markets in threat and contraband detection, energy, medical devices, communications, and engineered components.





Job Description


Under the general supervision of the Department Supervisor, the Customer Service Representative (CSR) II initiates, coordinates, and maintains a flow of materials and information to various accounts to ensure the highest levels of customer service.




  • To ensure ultimate customer satisfaction, communicate customer needs to whatever level of the internal organization necessary - purchasing, fabrication, assembly, planning, traffic, distribution, quality.


  • Expedite and procure work in progress material to enable visibility for satisfying customer demand.


  • Coordinate the review of customer incoming orders in terms of pricing, specifications, account status, shipping requirements, and product availability and ultimately the entry of appropriate orders. The order review is to be in accordance with current quality management system.


  • Order coordination required for branch business in the areas of specifications, product availability, shipping commitments and order entry functions. Every attempt is made to accommodate ultimate branch customer needs.


  • Continually review and update supply functions with revised customer demand changes and coordinate new promise dates.


  • Maximize delivery date integrity on all orders through internal and external communication on schedule dates of the factory work order or purchase order.


  • Generate simple quotes for intercompany and external customers.


  • Instruct, assist and train others in the organization as necessary.


  • Liaise with Quality Department on RMA and AQR?s.


  • Maintain record of all contracts pertaining to the Customer Service Representative accounts, meeting current guidelines.


  • Potential Field Location Responsibility: Communicate to the planning personnel of any urgent matter or issues regarding customer orders; expediting when needed, sales orders to ship to the customer as per their request, obtaining information from the planners, master schedulers, and production plant.


  • Potential Field Location Responsibility: Along with Group Lead, utilize Pricing Tool (LPG) to price all assemblies and components in proposal status.


  • Potential Field Location Responsibility: Process all customer invoices according to established departmental guidelines and procedures. Analyze and interpret data to ensure all customer requirements are met. Assist finance department with collections of past due invoices.


  • Additional duties as assigned.






Position Requirements




  • High school diploma or equivalent required. Associates Degree preferred.


  • Minimum 2 years related work experience.


  • Must have ERP system experience.


  • Intermediate level skills with Microsoft Office products.


  • Ability to read blue prints, identify product lines and answer basic technological questions, in certain locations.


  • Strong verbal, written, problem solving, and organization skills required.


  • Experience in planning, materials and scheduling as needed.


  • Bilingual English ? Spanish a plus.






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.






EHS Requirements




  • Complete all work in a safe manner and follow all safety requirements consistent with supporting the Company?s goals.


  • Lifting guidelines in accordance with the Manual Lifting Guidelines noted in the Safety Handbook.


  • Follow all environmental requirements consistent with supporting the company?s environmental performance goals.


  • Complete, and actively participate in all other EHS training requirements.






Work Environment


Work environment is typically considered within a Smiths location during normal or extended business hours to include offices, manufacturing plants and repair facilities. Work environment may also include customer sites including oil well sites, and meeting venues.


The noise level in the work environment is usually loud and approved PPE is required when on the factory floor





EEO


It is the policy of John Crane to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, color, religion, gender, sex, sexual orientation, genetic information, marital status, status with regard to public assistance veteran status or any other characteristic protected by federal, state, or local LAW. In addition, John Crane will provide reasonable accommodations for qualified individuals with disabilities.





 

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