Customer Service Representative (Repair) Customer Service - John Crane - Swedesboro

Smiths Group plc; United States; On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Competitive compensation

Employee resource groups

Diversity initiatives

Job summary

A global engineering firm is seeking a Customer Service Representative based in the United States. The representative will focus on aligning shipments with client expectations, overseeing order tracking, and resolving issues to enhance customer experience. Candidates should have a high school diploma, relevant experience in an ERP system, and ideally be bilingual in English and Spanish. This role offers competitive compensation and fosters a diverse and inclusive workplace.

Qualifications

• Minimum 4 years of related experience in an ERP system required.
• Ability to read blueprints and identify product lines.
• Experience in planning, materials, and scheduling is needed.

Responsibilities

• Measure shipment alignment with client expectations.
• Oversee feedback ratings and order tracking.
• Publish performance reports and analyze complex processes.

Skills

Customer satisfaction reporting

Order tracking

Issue resolution

Analytical skills

Bilingual (English/Spanish)

Education

High school diploma or equivalent

Associate's degree in Business

Tools

ERP system

Job description

Location:

United States

Ref:

REF3852L

Job Function:

Customer Service

Company Description

John Crane, a business of Smiths Group, is a global leader in mission-critical flow control solutions for energy and process industries that enable efficient and sustainable operations. Our products include mechanical seals and systems, couplings, bearings, filtration systems, and predictive digital monitoring technologies.

We have a global network of more than 200 sites in over 50 countries and employ more than 6,000 people worldwide. We partner with our customers to help them keep their operations safe, reduce downtime, improve efficiency, and meet the latest environmental standards.

John Crane is part of Smiths Group. For over 170 years, Smiths has been pioneering progress by engineering for a better future. We serve millions of people every year, helping to create a safer, more efficient, productive, and better-connected world across four global markets: energy, security & defence, space & aerospace, and general industrial. Listed on the London Stock Exchange, Smiths employs approximately 16,000 colleagues in over 50 countries.

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 the 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 the improvement of customer backlogs.
• Will 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.
• Associate's degree in Business preferred.
• Minimum 4years of related experiencein 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.
• Bilingual in English andSpanish is a plus.
• Experience working in a diverse environment is preferred.

Additional Information

With colleagues stretching across the globe, we are proud of our diversity. To foster inclusivity, we run employee resource groups (ERGs) to provide a safe space for employees to connect and support each other. Our cross-business ERGs include Veterans, Pride Network, Black Employee Network, Women@Work Network, and Neurodiversity.

Across our company, we recognize excellence, culminating in the Smiths Excellence Awards, our annual celebration of the most extraordinary activities, people, and projects that best showcase our strengths and help drive our business forward. We announce these on our annual Smiths Day, a global celebration of Smiths around our network.

Join us for a great career with competitive compensation and benefits, while helping engineer a better future.

#smiths

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.

At no time during the hiring process will Smiths Group, nor any of our recruitment partners ever request payment to enable participation – including, but not limited to, interviews or testing. Avoid fraudulent requests by applying jobs directly through our career’s website (Careers - Smiths Group plc )