The Customer Services Representative (CSR) III problem solves and works independently, generates and analyzes various metric reports. CSR IIIs guides levels I and II. CSR IIIs improve processes and recommends department improvements.

• 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.
• Ability to deescalate and mitigate customer obstructions to a positive outcome on behalf of John Crane.
• Manage special projects as assigned by management.
• Potential Field Location Responsibility: If applicable, develops a Master Scheduling Plan spreadsheet on major customers to work in conjunction with the planning areas to insure attainment of blanket orders with respect to delivery, cost requirements, and inventory levels.
• Master Schedule Plan must be coordinated, prioritized, and monitored/reported to insure availability of product.
• Potential Field Location Responsibility: Along with Group Lead, utilize Pricing Tool (LPG) to price all assemblies and components in proposal status.
• Potential Field Location Responsibility: Process end of months closing activities.
• Potential Field Location Responsibility: Balance and troubleshoot daily order activity

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

• Associates degree or equivalent work experience required. Bachelor’s Degree preferred.
• Minimum 3 years related work experience.
• Must have experience in an ERP System.
• Intermediate to Advanced knowledge of Microsoft Office Products.
• Must be detail oriented and be able to work independently using sound judgment.
• Ability to work independently or in a group environment.
• Ability to read blue prints, identify product lines and answer basic technological questions, in certain locations.
• Familiarity with rotating equipment and pumps, a plus.
• Strong verbal, written, problem solving, and organization skills required.
• Experience in planning, materials and scheduling as needed. (Bilingual English – Spanish in certain locations)
• Demonstrated ability to mentor others.
• Bilingual English – Spanish a plus.

At Smiths we apply leading-edge technology to design, manufacture and deliver market-leading innovative solutions that meet our customers' evolving needs, and touch the lives of millions of people every day. We are a FTSE100, global business of around 14,600 colleagues, based in 50+ countries. Our solutions have a real impact on lives across the planet, enabling industry, improving healthcare, enhancing security, advancing connectivity and supporting new homes. Our products and services are often critical to our customer s’ operations, while our proprietary technology and high service levels help create competitive advantage. We welcome colleagues with a curious mind, who are happy with responsibility, enjoy a challenge and are attracted by the idea of working at a business with a 170+ year history of innovation, and five global divisions, all experts in their field.

John Crane is a global leader in rotating equipment solutions, supplying engineered technologies and services to process industries. The company designs and manufactures a variety of products, including mechanical seals and systems, couplings, filtration systems and digital diagnostics technologies. John Crane customer service is accessed through a global network of more than 200 sales and service facilities in over 50 countries. Global reported revenue for fiscal year 2021 was in excess of $1 billion USD. John Crane is part of Smiths Group, a global leader in applying advanced technologies for markets in threat and contraband detection, energy, medical devices, communications, and engineered components.