Customer Service Specialist Operational Repairs

John Crane; Salt Lake City (UT); Vor Ort; USD 41.000 - 51.000; Vollzeit

Zusammenfassung

John Crane in Salt Lake City, UT seeks a Customer Service Specialist to monitor shipment alignment with client and internal commitments, oversee feedback ratings, and drive proactive order tracking. The CSS will resolve issues, publish performance reports, and support continuous improvements in customer experience and operations across sites.

Strong ERP experience, attention to detail, and bilingual English/Spanish are a plus.

Qualifikationen

• High school diploma or equivalent is required.
• Minimum 4 years of related experience with ERP systems is required.
• Ability to assist in product assembly as needed.
• 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.

Aufgaben

• Measure shipment performance against client expectations and internal commitments.
• Report to management on customer satisfaction.
• Track orders and resolve scheduling issues to meet delivery dates.
• Publish performance reports to accounts as required.
• Analyze processes and create concise reports for improvements.
• Generate quotes for intercompany and external customers.
• Liaise with Quality on RMAs and AQRs.
• Deescalate and mitigate customer obstructions to a positive outcome.
• Manage special projects as assigned by management.

Kenntnisse

Customer service

ERP systems

Scheduling

Bilingual English/Spanish

Ausbildung

High school diploma or equivalent

Associate's degree in Business

Jobbeschreibung

Job Description

We are seeking a Customer Service Specialist (CSS) that will be responsible for measuring how well shipments align with client expectations and internal commitments. The CSS 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.
• Minimum 4 years of related experience with ERP systems is required.
• Ability to assist in product assembly as needed.
• 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.

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.

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.

Compensation

Compensation:
$46,000-$46,000 per year