Customer Account Representative

John Crane; Cedar Rapids (IA); On-site; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Representative to enhance customer satisfaction through effective problem-solving and process improvement. This role involves guiding less experienced team members, generating insightful reports, and managing customer interactions to ensure timely deliveries. The ideal candidate will possess strong communication skills, experience with ERP systems, and a knack for analyzing complex processes. Join a diverse and inclusive workplace committed to fostering talent and celebrating contributions, while enjoying competitive benefits and a rewarding career path.

Qualifications

• Experience with ERP systems is required.
• Ability to read blueprints and identify product lines.
• Knowledge of rotating equipment and pumps is a plus.

Responsibilities

• Report on customer satisfaction and delivery performance.
• Analyze complex processes and create clear reports.
• Manage special projects as assigned by management.

Skills

Problem-solving

Customer service

Organizational skills

Verbal communication

Written communication

Bilingual (English and Spanish)

Tools

ERP systems

Pricing Tool (LPG)

Job description

The Customer Service and Support function is responsible for activities related to assisting, supporting, and resolving customer questions specific to products and services. This role involves problem-solving, generating, and analyzing various metric reports. The person in this position will guide less experienced Customer Service Representatives, improve processes, and recommend departmental enhancements.

Responsibilities:

1. Report to management on customer satisfaction and delivery performance by site, comparing performance to due dates and promise dates relative to customer requests.
2. Summarize customer survey ratings.
3. Review order status to ensure proper scheduling to meet delivery dates and achieve customer satisfaction, in accordance with the current quality management system.
4. Publish performance reports to various accounts as required. Review open order reports promptly to address concerns before expediting processes.
5. Analyze complex processes systematically and create clear, concise reports.
6. Generate complex quotes for intercompany and external customers.
7. Liaise with the Quality Department on RMA and AQRs.
8. Create reports to improve customer backlog management.
9. De-escalate and mitigate customer issues to achieve positive outcomes for John Crane.
10. Manage special projects as assigned by management.
11. Assist in developing and monitoring a Master Scheduling Plan for major customers to ensure delivery, cost, and inventory goals are met.
12. Support the utilization of the Pricing Tool (LPG) for proposal pricing.
13. Participate in end-of-month closing activities and troubleshoot daily order issues.

Qualifications:

• Experience with ERP systems is required.
• Ability to read blueprints, identify product lines, and answer basic technological questions.
• Knowledge of rotating equipment and pumps is a plus.
• Strong verbal, written, problem-solving, and organizational skills.
• Experience in planning, materials management, and scheduling.
• Ability to mentor others.
• Bilingual in English and Spanish is a plus.

Hourly Range: $22.00 - $28.00 USD (DOE)

Additional Information:

We value diversity and foster inclusivity through employee resource groups such as Veterans, Pride Network, Black Employee Network, Women@Work, and Neurodiversity. Recognitions like the Smiths Excellence Awards celebrate outstanding contributions. Join us for a rewarding career with competitive benefits and help engineer a better future.

We are committed to equal employment opportunity and an inclusive workplace. Applicants will not be asked for payment at any stage of the hiring process. Apply directly through our careers website to avoid fraudulent requests.