Industrial Customer Support & Quotes Specialist

Smiths Group; Pasadena (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

John Crane, a business of Smiths Group, seeks a Couplings Customer Service Representative to manage complex customer inquiries, quotations, and order fulfillment in an industrial environment.

In this role you will be the primary liaison between customers and internal teams, providing technical support, expediting orders, and analyzing delivery performance to ensure exceptional service and customer satisfaction.

Qualifications

• Minimum 3 years of customer service experience in a manufacturing, industrial, engineering, or technical environment.
• Strong ERP system knowledge and Microsoft Office proficiency.
• Ability to interpret technical documentation and product specifications.
• Excellent communication, relationship-building, and problem-solving abilities.
• Ability to manage multiple priorities and work across cross-functional teams.

Responsibilities

• Serve as the primary contact for customer inquiries related to products, orders, pricing, delivery status, and technical applications.
• Prepare and manage complex quotations, proposals, blanket orders, and pricing requests.
• Provide technical product recommendations and application support using engineering resources and product selection tools.
• Process, monitor, and expedite customer orders to ensure timely and accurate delivery.
• Analyze open orders, backlog, and delivery performance to proactively resolve potential issues.
• Coordinate with Sales, Operations, Planning, Engineering, Supply Chain, and Quality teams to address customer needs and escalations.
• Manage customer complaints, RMAs, and corrective action requests to drive effective resolution.
• Prepare and communicate customer performance, delivery, and satisfaction reports as required.
• Maintain accurate customer, pricing, and order information within ERP systems.
• Support continuous improvement initiatives and special projects focused on enhancing customer experience and operational performance.
• Overtime may be requiredoccasionally.

Skills

Communication

Analytical skills

Organizational skills

Multi-tasking

Conflict resolution

Team collaboration

Education

High school diploma or equivalent

Associate degree preferred

Tools

ERP systems

Microsoft Office

Job description

John Crane, a business of Smiths Group, seeks a Couplings Customer Service Representative to manage complex customer inquiries, quotations, and order fulfillment in an industrial environment.

In this role you will be the primary liaison between customers and internal teams, providing technical support, expediting orders, and analyzing delivery performance to ensure exceptional service and customer satisfaction.