Customer Service

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

General Description:

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

Specific Functions, Activities and Responsibilities (Not limited to the following)

• 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 internal 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 orders & 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, salesorders to ship to the customer as per their request, obtaining information from the planners, master schedulers, and production plant.
Potential Field Location Responsibility
In collaboration with the group leader, use pricing tools (pricing policy) to set prices for products—specifically assemblies and components in the proposal stage—that fall outside global price lists (PriceFx).
Potential Field Location Responsibility
Process invoicing for completed customer orders 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.
Perform additional duties as assigned.

Qualifications

-Diploma or University Degree in Engineering, Economics, Commerce or similar field

-English skills: Intermediate / advanced (desirable) B2.

-Typical Industrial background 2 to 5 years of experience in Customer Service.

-ERP experience (SAP, QAD, or similar).

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

-Desirable experience in process industries, preferable in Oil and Gas, Industrial Process or Chemical etc., or in industries supplying equipment like Pumps, Compressors, Seals or associated auxiliary equipment's to such process industries.
Typical Functional Experience in Selection, sizing, Bidding of Engineered to order products such as Mechanical Seals, Seal Support Systems or similar.
Working experience in International environment and knowledge of foreign cultures will be advantageous.

-Product and Supply Chain process knowledge or ability to learn about product portfolio & product codes.

-Excellent MS Office background Ability to read blue prints, identify product lines and answer basic technological questions, in certain cases.

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. 

According our mission, vision and Global Policies: Under no circumstances shall Staff be charged any fee or other costs in relation to their recruitment to work at Smiths, whether directly or indirectly. Any recruitment fees shall be paid by Smiths.

Smiths will not employ anyone below the age of 18. Smiths will take reasonable steps to satisfy itself of the member of Staff’s age before that person starts work at Smiths. When persons under the age of 18 are employed, they must not do work that is mentally, physically, socially or morally dangerous or harmful or interferes with their schooling by depriving them of the opportunity to attend school.