Job Summary :

The Customer Service Administrator II is responsible for supporting sales success by performing administrative activities for assigned customers.

This position is responsible for consulting with business managers / Customer Account Managers / Regional Sales Managers as required.

This includes either pre-award or post-award activities. Assuring appropriate communication between the company, its customers and regulatory agencies.

The Customer Service AdministratorIIactsasacustomerliaisonregardingquotes,purchases,orderstatus,dataentry, maintaining files, and warranty returns as applicable.

This position carries direct responsibility for performing major assignments, partnering with a diverse array of internal departments that affect business operations to a significantdegree.

This position is eligible for our Crane Flex Hybrid schedule which allows for the option of up to 2 days / week of work-from-home.

Some conditions apply which will be discussed during the interview process. Full policy to be provided after hire.

Essential Functions :

Review and negotiate customer purchase orders for compliance to Crane policies and applicableexportand / orGovernmentregulations.

Administerandmanagepurchaseordersby flowing down essential requirements through the business to ensure these requirements are met in a cost-effective and timely manner.

This includes managing internal coordination and flowingdownofpurchaseorderspecifications,qualityrequirements,termsandconditionsand applicable Government Federal AcquisitionRegulations

• InterpretandenterpurchaseorderrequirementsintoERPsystemandprovideorder acknowledgements tocustomers
• UnderstandCraneBusinessSystemtoolssuchaskeyperformanceindicatorsandstandardworkin order toparticipate in continuous improvementefforts
• Preparetimelyresponsestocustomerrequestsforquotes(RFQ)throughinternalcoordination to convey pricing and delivery information back to thecustomer
• Supportaccountsreceivablestoaddresspastduepaymentissuesforassignedcustomerbase
• Processwarrantyreturnsandensuretimelyprocessingtosupportcustomerrequirements
• Establish and grow relationships with our customer base by providing accurate and timely status of shipments through a variety of means such as daily / weekly telecoms, WebEx and facetofacemeetings.

CoordinatewithCustomerAccountManagers / RegionalSalesManagers to resolve customer-relateddisputes.

Administer Customer web-based portals as required to support the disposition of returned goods and associated transactions such as debit / credit administration, corrective action response and closure of open actions within portal.

Conduct data entry and reportingwithin portalapplications.

• Support demand management and Regional Sales Managers / Customer Account Managers to ensureaccuratecustomerforecastisenteredinERPinordertodrivematerialrequirements and sales planning asapplicable
• Ensure applicable export compliance requirements are adheredto
• Validate customer scorecards and contest any findings that are not in line with actual performance.Thisincludesthecomparisonofcustomerandinternaldeliverydatainorderto ensurewearealignedwithourcustomer’sscorecardratingasapplicable.

Thisincludesworkingwithinternaloperationstomakerecommendationstoensureahighcustomeron-time deliveryperformance

• Basic knowledge ofCrane Business System tools such as key performance indicators, transactional processimprovement,problemsolving,andstandardworkinordertoparticipateincontinuous improvementefforts
• AbletoprovideexcellentCustomerServicethroughcommunicationandproblemsolvingto include but not limited to : quick response to Customer inquiries (calls and e-mails), using resources as required to ensure customersatisfaction
• Exhibit a general understanding of applicable business processes in order to train Customer Service administrators in elements of their essential functions.

Continually review processes in order toidentify deficiencies to support process improvement in order toelevate the performance of theteam.

Any other task assigned by supervisor ormanagement

Non-Essential Functions :

• Accurately manage internal databases or CRM tools asapplicable
• Provide follow up and support to the Regional Sales Managers / businessmanagers / customer accountmanagers
• Coordinating with other internal functional teams in order to drive expedited / aircraft on ground (AOG) orders asapplicable

Minimum Qualifications :

• Experience : 2-5 years of applicable Customer Service workexperience
• Working knowledge of customer portals, Export Administration Regulations, Incoterms, and ITAR Compliance; Basic knowledge of FAR / DFAR, government procurement specifications, regulations, and compliance requirements;
• A general understanding of pricing principles, how to research invoices, payments, and debits; general understanding and application of industry principles, concepts, practices, and standards of the Customer Service field;

business acumen with the ability to clearly recognize risk elements in businesstransactions

• Skills / Abilities : Ability to proficiently use an ERP system; Ability to follow department processesandworkflow;Abilitytoworkcollaborativelywithemployeeswithindepartment and across functions;
• Demonstrated ability to troubleshoot customer issues; Demonstrated ability to convey information and analysis clearly as needed to customers;
• Demonstrated outstanding organizational skills; Demonstrated ability to solve routine to moderately complex problems; Intermediate to advanced Microsoft Office skills (Word and Excel);
• Customer friendly and responsive with a view to providing customer satisfaction including supportingface-to-facemeetings;

Strongcommunicationskillsincludingphoneandemail

• Education / Certification : High SchoolDiploma
• Eligibility Requirement : This position may require access to Controlled Data or Information. Where the position requires such access only US Persons will be considered.

As a US Department of Defense contractor, we are bound by International Traffic in Arms Regulations (ITAR).

Preferred Qualifications :

• OracleExperience
• Aerospace ManufacturingExperience
• Associates or bachelor’s degree

Last updated : 2024-05-17