Customer Service Representative (Repair)

About the role

We are seeking a Customer Service Representative (CSR) that will be responsible for measuring how well shipments align with client expectations and internal commitments. The CSR will oversee feedback ratings, proactive order tracking, issue resolution efforts, and highlight ongoing initiatives to enhance customer experience and operational efficiency.

Responsibilities

• 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.
• Associate's degree in Business preferred.
• Minimum 4 years of related experience in an ERP system is required.
• Ability to read blueprints, identify product lines and answer basic technological questions.
• Experience in planning, materials and scheduling as needed.
• Bilingual in English and Spanish is a plus.
• Experience working in a diverse environment is preferred.