Customer Service Administrator

710 Crane Ltd.; Ipswich; On-site; GBP 25,000 - 36,000; Full time

Benefits offered by this job

Health benefits

Wellness incentives

Retirement savings

Paid time off

Tuition reimbursement

Performance bonus

Career development

Annual development plan

Job summary

Crane Building Services and Utilities (BSU) within Crane Co. is seeking an Inside Sales Administrator in Ipswich to efficiently handle customer inquiries, process orders in QAD, and coordinate with Supply Chain and Finance for timely delivery and invoicing. Strong communication and organizational skills are essential.

The role emphasizes world-class customer service, collaboration with distributors and area sales managers, and continuous process improvement through CBS and related systems.

Qualifications

• Excellent customer service ethos developed by working in a customer service industry.
• Strong written and verbal communication skills with demanding customers.
• Experience handling customer concerns (complaints) and liaising with multiple functions.

Responsibilities

• Deal with incoming telephone and email enquiries promptly and effectively.
• Input customer orders into QAD; provide pricing and quotations.
• Process customer concerns using Customer Concerns Software with delivery, pricing and invoicing focus.
• Maintain and manage key order books with QAD reports to review sales.
• Expedite orders with Supply Chain and Value Streams/Planners; arrange shipments when required.
• Assist Finance to reduce outstanding invoices and resolve discrepancies.
• Identify leads on new projects; raise requirements through defined channels.
• Provide administrative support and drive process improvements using CBS.

Skills

Customer service

Communication

Attention to detail

Organizational skills

Team player

Excel

Word

Tools

QAD

Customer Concerns Software

CBS

Job description

Position Summary

As part of a fast-paced Inside Sales department the Inside Sales Administrator will serve as the key contact point for distributors and area sales managers and is responsible for coordinating all aspects of customer service including order processing, quotation generation & follow up, delivery checks, technical enquiries and order expediting and delivering a world class level customer service to all internal and external customers.

Principle Responsibilities

Dealing with incoming telephone and email enquiries from Customers (both internal and external) promptly, efficiently and effectively, including but not limited to information/queries on stock availability, existing orders and new enquiries Accurately inputting customer orders into QAD; providing pricing and quotations. Accepting and assuming responsibility for processing customer concerns using the company’s Customer Concerns Software, including, but not limited to, delivery, pricing and invoicing - putting the customer front and centre. Using the company’s QAD system and generated reports, proactively maintaining and managing key customer order books to ensure projected sales are reviewed and updated. Using the defined channels for progressing improved due dates for specific order lines, expediting orders with our Supply Chain and our Value Streams/Planners. Liaising with our shipping departments to arrange airfreight/DHL carrier shipments if requested by customer or external sales teams and agreed by the business in advance. Assisting our Finance team in their efforts to reduce the number of outstanding invoices held by customers and waiting for discrepancy resolution. Utilising CBS to continuously improve processes and efficiency. Using the defined channels ensuring that any leads on new projects or customer requirements are raised at the appropriate level or actioned as appropriate. Completing ad hoc tasks and providing administrative support as required.

Qualifications / Experience / Training

Excellent customer service ethos developed by working in a customer service industry, with experience dealing with demanding customers. A genuine interest in the customer’s journey from quote to delivery of product. Confident in demonstrating outstanding communication skills, both written and verbal. Proven experience of dealing with customer concerns (complaints) Proven track record of developing sound working relationships with team members, customers and other functions within an organisation. Experience of working within a lean environment (desirable) Knowledge/experience of, or interest in, valves - specifically those associated with HVAC services incl. safety valves, or proven sales experience in a diverse selection of fields (desirable). Experience of working with international customers (desirable). Knowledge and experience of using software packages. (Excel, Word)

Personal Characteristics

Excellent organisation skills Ability to work well under pressure; resilient. Attention to detail. Self-motivated; a team player with a can-do approach Conscientious Flexible Results driven. Seeks out areas for improvement.

About Us

Crane Building Services and Utilities (BS&U) is part of the Fluid Handling Division of Crane Co. founded in 1855, which is a global, multi-industry, New York Stock Exchange quoted company. We design, manufacture, package and market engineered flow control solutions for the HVAC and Utility sectors, with strong sales into key growth export markets. The name Crane speaks of who we are, what we stand for and how our customers perceive us: A company with history and tradition, but also a company that is innovative, quality minded and one which acts with integrity and still holds to the resolution of its founder. Crane Co. was founded on 4th July 1855 by Richard Teller Crane who made the following resolution: "I am resolved to conduct my business in the strictest honesty and fairness; to avoid all deception and trickery; to deal fairly with both customers and competitors; to be liberal and just towards employees; and to put my whole mind upon the business." The essence of this resolution is the business policy of Crane Co. today. #BSU #LI-MW1 At Crane, we believe that attracting and retaining the highest quality people is the best insurance of success. Our goal is to recruit talented people and train them within a culture that calls for performance with trust and respect. Join us. The unique backgrounds and differences of our associates make us stronger, more capable, more successful.

Benefits

• Beyond an associate’s base compensation, we reward and reinforce wellbeing with a compelling package of both cash and non-cash benefits, including comprehensive health, wellness incentives, assistance with retirement savings, paid time off, paid holidays, and tuition reimbursement — as well as performance-based bonus programs for certain positions.
• Crane prioritizes career development for our associates.
• All associates receive an annual development plan that includes a mixture of on-the-job coaching and formal training experiences to support individual development needs.
• We firmly believe in associate growth that supports career progression and we will proactively support your ongoing career development.

Equal Opportunity

We believe that embracing inclusion and diversity is key to our success and as such we are seeking applications from candidates who will contribute their different backgrounds, cultures and experiences to our business.