The Customer Services Representative (CSR) III problem solves
and works independently, generates and analyzes various metric
reports. CSR IIIs guides levels I and II. CSR IIIs improve
processes and recommends 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 insure proper scheduling methods to meet
scheduled delivery dates and achieve customer
satisfaction, in accordance with current quality management
Publish performance reports to various accounts, as
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
Liaise with Quality Department on RMA and AQR's.
Generate reports as needed to the improvement of customer
Ability to deescalate and mitigate customer obstructions to a
positive outcome on behalf of John Crane.
Manage special projects as assigned by management.
Potential Field Location Responsibility: If applicable, develops
a Master Scheduling Plan spreadsheet on major
customers to work in conjunction with the planning areas to
insure attainment of blanket orders with respect to
delivery, cost requirements, and inventory levels. Master
Schedule Plan must be coordinated, prioritized, and
monitored/reported to insure availability of product.
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 end of months
Potential Field Location Responsibility: Balance and
troubleshoot daily order activity
Diversity & Inclusion
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, color,
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.
Associates degree or equivalent work experience required.
Bachelor's Degree preferred.
Minimum 3 years related work experience.
Must have experience in an ERP System.
Division: John Crane
Page 2 of 2 Revised
Smiths is an Equal Opportunity Employer. Document:
Intermediate to Advanced knowledge of Microsoft Office
Must be detail oriented and be able to work independently using
Ability to work independently or in a group environment.
Ability to read blue prints, identify product lines and answer
basic technological questions, in certain locations.
Familiarity with rotating equipment and pumps, a plus.
Strong verbal, written, problem solving, and organization skills
Experience in planning, materials and scheduling as needed.
(Bilingual English - Spanish in certain locations) Demonstrated
ability to mentor others.
Bilingual English - Spanish a plus.
At Smiths we apply leading-edge technology to design,
manufacture and deliver market-leading innovative solutions that
meet our customers' evolving needs, and touch the lives of millions
of people every day. We are a FTSE100, global business of around
23,000 colleagues, based in 55 countries. Our solutions have a real
impact on lives across the planet, enabling industry, improving
healthcare, enhancing security, advancing connectivity and
supporting new homes. Our products and services are often critical
to our customers' operations, while our proprietary technology and
high service levels help create competitive advantage. We welcome
colleagues with a curious mind, who are happy with responsibility,
enjoy a challenge and are attracted by the idea of working at a
business with an almost 170 year history of innovation, and five
global divisions, all experts in their field.
About John Crane
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, bearings, 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 2016 revenue was
greater than 1 Billion USD (830m). 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