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Customer Service Representative (Manufacturing)

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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

The CSR problem solves and works independently, generates and analyzes various metric reports.  CSR guides levels I and II. The CSR improves 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.
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.
Associates Degree in Business preferred.
Minimum 4 years of related experience.
Experience with ERP System is required.
Strong verbal, written, problem solving, and organization skills required.
Intermediate to advanced knowledge of Microsoft Office Products is required.
Must be detail oriented and be able to work independently using sound judgment and have the ability to work in cross functional teams.
Ability to read blueprints, identify product lines and answer basic technological questions.
Familiarity with rotating equipment and pumps, a plus.
Experience in planning, materials and scheduling as needed.
Bilingual English – Spanish is a plus and experience working in a diverse environment is preferred.

Hourly Range:

$23.00 — $27.00 USD

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)

Average salary estimate

$52080 / YEARLY (est.)

min

max

$48000K

$56160K

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What You Should Know About Customer Service Representative (Manufacturing), Smiths Group

At John Crane, a proud member of the Smiths Group family, we're on the lookout for a Customer Service Representative (Manufacturing) to join our dynamic team in Pasadena, TX. As a global leader in mission-critical flow control solutions, we understand that every team member plays a vital role in ensuring our products support sustainable and efficient operations. In this role, you'll be the heartbeat of our customer interaction, solving problems and analyzing metrics to enhance both customer satisfaction and our internal processes. You will generate and publish performance reports, review order statuses, and work closely with different departments to ensure everything runs smoothly. Your expertise in ERP systems and your ability to handle complex processes will be crucial as you guide your peers and manage special projects. Your role doesn't stop at the desk; you will connect directly with customers to deescalate issues and secure positive outcomes. With a collaborative spirit and an eye for detail, you will actively contribute to our mission of keeping operations safe and efficient. If you're looking for a chance to grow your career with a company that values diversity and innovation, we’d love for you to join our team at John Crane. Let's work together to engineer a better future!

Frequently Asked Questions (FAQs) for Customer Service Representative (Manufacturing) Role at Smiths Group

What are the main responsibilities of a Customer Service Representative at John Crane?

As a Customer Service Representative at John Crane, your primary responsibilities will include generating and analyzing metric reports, guiding levels I and II, and reporting on customer satisfaction. You will assess delivery performance, ensuring schedules align with customer requests and handling any discrepancies. Your role will also encompass communicating with various departments to alleviate customer concerns while managing special projects assigned by management to enhance our service processes.