Customer Service Representative Repair

John Crane; Swedesboro (NJ); On-site; USD 45,000 - 65,000; Full time

Job summary

John Crane is seeking a Customer Service Representative to measure shipment alignment with commitments, track orders, and resolve issues to elevate customer experience. You will generate reports, support quality initiatives, and interact with multiple departments to improve delivery performance.

The ideal candidate has at least 4 years ERP experience, strong scheduling, and communication skills. Bilingual English/Spanish is a plus, and the environment values diverse perspectives and teamwork.

Qualifications

• High school diploma or equivalent.
• Minimum 4 years of related ERP experience.
• Ability to read blueprints, identify product lines and answer basic tech questions.
• Experience in planning, materials and scheduling as needed.
• Associate's degree in Business preferred.
• Bilingual in English and Spanish is a plus.
• Experience working in a diverse environment is preferred.

Responsibilities

• Measure how shipments align with client expectations and commitments.
• Report to management on customer satisfaction and delivery performance.
• Publish performance reports for various accounts as required.
• Review order status to meet scheduled delivery dates.
• Generate complex quotes for intercompany and external customers.
• Liaise with Quality on RMA and AQRs to improve backlog handling.
• Deescalate and mitigate customer obstructions to a positive outcome.
• Manage special projects as assigned by management.

Skills

ERP experience

Analytical skills

Scheduling

Communication

Problem solving

Education

High school diploma

Associate's degree in Business preferred

Tools

ERP system

Job description

Job Description

We are seeking a Customer Service Representative (CSR) that will be responsible for measuring how well shipments align with client expectations and internal commitments. The CSR will oversee feedback ratings, proactive order tracking, issue resolution efforts, and highlight ongoing initiatives to enhance customer experience and operational efficiency.

• 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 survey to customer by ratings.
• Review order status to ensure 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 improve customer backlogs.
• Deescalate and mitigate customer obstructions to a positive outcome on behalf of John Crane.
• Manage special projects as assigned by management.

Qualifications

• High school diploma or equivalent is required.
• Minimum 4 years of related experience in an ERP system is required.
• Ability to read blueprints, identify product lines and answer basic technological questions.
• Experience in planning, materials and scheduling as needed.
• Associate's degree in Business preferred.
• Bilingual in English and Spanish is a plus.
• Experience working in a diverse environment is preferred.

Equal Employment Opportunity

We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of 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.