Customer Service Admin IV
Essential Functions:
• Review and negotiate customer purchase orders for compliance to Crane policies and
applicable export and/or Government regulations
• Resolves highly complex customer issues and maintains strategic customer accounts of
significant value to the company
• Administer and manage purchase orders by 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 flowing down of purchase order specifications,
quality requirements, terms and conditions and applicable Government Federal Acquisition
Regulations
• Prepare timely responses to customer requests for quotes (RFQ) by coordinating with the
Customer Account Management team, establishing pricing and delivery commitments to
customers through the use of Crane pricing and approval policies
• Interpret and enter purchase order requirements into ERP system and provide order
acknowledgements to customers as well as coordinating with supporting CSA roles
to ensure that PO’s are entered in a timely manner.
• Partner with the Regional Sales Managers/business managers/customer account managers
including the ability to locate and interpret Contracts or Long-Term Agreements as applicable
• Support accounts receivables to address past due payment issues for assigned customer base
as well as greater action for the CSA team to ensure that issues are addressed. Makes
recommendations on suggested customer credit terms and limits to the Customer Account
Managers/Regional Sales Managers and finance
• Process warranty returns and ensure timely processing of claim. Supports Quality regarding return
claims and investigations by assisting with research and coordinating with customers.
• Establish and grow relationships with our strategic customer base by providing accurate and
timely status of shipments through a variety of means such as daily / weekly telecoms, WebEx
and face to face meetings
• 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 reporting within
portal applications.
• Collaborate with demand management and Regional Sales Managers/Customer Account
Managers on identifying and driving accurate customer forecast for strategic customers. This
includes managing forecast in ERP to obligate material commitments and Crane sales plans
as well as working with the greater CSA team to ensure that forecasts are accurate and
current.
• Ensure applicable export compliance requirements are adhered to
• Validate customer scorecards and contest any findings that are not in line with actual
performance. This includes the comparison of customer and internal delivery data in order to
ensure we are aligned with our customer’s scorecard rating as applicable. This includes
working with internal operations to make recommendations to ensure a high customer on-time
delivery performance
• Schedule and plan new product introduction (NPI) hardware shipments and milestone billings
through the coordination with cross-functional teams in order to drive successful timely launch
of new programs/products as applicable
• Champion the use of Crane Business System tools such as key performance indicators,
transactional process improvement, problem solving, and standard work in order to
participate in continuous improvement efforts
• Able to provide exceptional Customer Service through communication and problem solving
to include but not limited to: quick response to Customer inquiries (calls and e-mails),
using resources as required to ensure customer satisfaction
• Exhibit a mastery of applicable business processes in order to train and mentor Customer
Service administrator in elements of their essential functions through process documentation
development, providing guidance and training. Continually review and develop processes in
order to drive process improvement in order to elevate the performance of the team.
• Any other task assigned by supervisor or management
108,000
This description has been designed to indicate the general nature and level of work being performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Crane Company. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, sexual orientation, general identity, national origin, disability or veteran status.