The Customer Service and Support function is responsible for activities related to assisting, supporting, and resolving customers questions specific to products and services. This person problem solves, generates and analyzes various metric reports. This person guides the less experience Customer Service Representatives. This person improves 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 insure 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.
Ability to deescalate and mitigate customer obstructions to a positive outcome on behalf of John Crane.
Manage special projects as assigned by management.
May develop 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. May assist with utilization of Pricing Tool (LPG) to price all assemblies and components in proposal status.
May process end of months closing activities; and may balance and troubleshoot daily order activity.
Experience in an ERP System is required. • Intermediate to Advanced knowledge of Microsoft Office Products. • Must be detail oriented and be able to work independently using sound judgment. • Ability to work independently or in cross functional teams. • Ability to read blueprints, 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 required. • Experience in planning, materials and scheduling as needed. (Bilingual English - Spanish in certain locations). • Demonstrated ability to mentor others. • Experience working in a diverse environment is preferred • Bilingual English - Spanish a plus.