Customer Service Administrator

* Review and negotiate customer purchase orders for compliance to Crane policies and applicable export and/or Government regulations. 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
* Interpret and enter purchase order requirements into ERP system and provide order acknowledgements to customers
* Understand Crane Business System tools such as key performance indicators and standard work in order to participate in continuous improvement efforts
* Prepare timely responses to customer requests for quotes (RFQ) through internal coordination to convey pricing and delivery information back to the customer
* Support accounts receivables to address past due payment issues for assigned customer base
* Process warranty returns and ensure timely processing to support customer requirements
* 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, Web Ex and face to face meetings. Coordinate with Customer Account Managers/Regional Sales Managers to resolve customer-related disputes.
* 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.
* Support demand management and Regional Sales Managers/Customer Account Managers to ensure accurate customer forecast is entered in ERP in order to drive material requirements and sales planning as applicable
* 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
* Basic knowledge 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 excellent 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 general understanding of applicable business processes in order to train Customer Service administrators in elements of their essential functions. Continually review processes in order to identify deficiencies to support process improvement in order to elevate the performance of the team.
* Any other task assigned by supervisor or management

* Experience:

2-5 years of applicable Customer Service work experience
* Knowledge:
Understands concepts, practices, and procedures of business administration;
Job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems. 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 business transactions
* Skills/Abilities:
Ability to proficiently use an ERP system;
Ability to follow department processes and work flow;
Ability to work collaboratively with employees within department and across…