Customer Service Manager

We currently have a vacancy for the role of Customer Manager at our Hitchin site. Reporting to the Vice President General Manager – Utilities, the successful candidate will be the primary link between inside sales and customers, distributors, manufacturing, technical and external sales. In addition to the management and leadership of the Inside Sales team, you will be responsible for all aspects of customer interaction including quotations, order processing and status updates with strong links to the external sales team.

Specific responsibilities include:

• Management of the quotation process from receipt of request for quote through to submission to the customer including the process for following up quotations within an agreed value level from within the internal sales department, feedback information to external sales to allow additional follow up to be actioned as required.
• Maintain regular liaison with Channel Partners and end users with a view to maximising sales growth and profit for the business ensuring that the business is aligned to the requirements of the customer.
• Monitoring of key Channel Partner inventory levels and book and ship trends in order to assess future demand patterns for the business.
• Management of the quote tracking process assuring timely and accurate quote data is maintained.
• Management of the sales order entry process, facilitating timely review and entry of all customer sales orders.
• Driving improvements in the quotation, internal order entry and customer complaints process that eliminate non-value-added work and to ensure that key performance indicators are in place and up to date to measure the effectiveness of the department in meeting the business model requirements.
• Co-ordinate the review and implementation of major abnormal project orders with internal functions and Sales ensuring that we meet customer expectations and maximise the profit opportunity for the business.
• Assuring timely response to customer complaints/feedback.
• Working closely with distributors and customers to ensure we meet or exceed our customer’s expectations.
• Stay up to date on Export Requirements, ensuring we are in compliance with all aspects of the requirements and documentation is maintained to accurately reflect our compliance.
• Work closely with Regional Sales Leads and Business Line Managers to improve the effectiveness of inside sales and ensure a proactive approach to selling is established within the team.
• Manage the Inside Sales team to provide timely customer assistance and timely, accurate feedback on all areas covered by the inside sales team.
• Train, lead and facilitate continuous improvement kaizen events within inside sales.
• Establish performance measurement objectives and development plans for direct reporting personnel. Conduct regular one to ones.
• Actively manage Crane Intellectual Capital process to develop individuals within the department through continuous training and coaching.
• Establish performance measurement objectives and development plans for direct reports. Conduct regular one to ones.
• Actively drive Crane Business System. Track departmental performance utilising appropriate SQDC metrics and facilitates development of action plans to improve.
• Work closely with Regional Sales Leads and Business Line Management organizations to improve effectiveness of inside sales and ensure a proactive approach to selling is established within the team.

Applicants must be able to demonstrate strategic thinking and analytical skills in conjunction with proven experience of leading and developing teams. Attention to detail, the ability to work accurately with a positive ‘can do’ attitude at all times and a flexible and methodical approach to work are essential for this role. The successful applicant will have a proven record of efficiently managing multiple tasks and priorities combined with excellent communication and influencing skills.

ABOUT US

Crane Building Services and Utilities (BS&U) is part of the Fluid Handling Division of Crane Co. founded in 1855, which is a global, multi-industry, New York Stock Exchange quoted company. We design, manufacture, package and market engineered flow control solutions for the HVAC and Utility sectors, with strong sales into key growth export markets.

The name Crane speaks of who we are, what we stand for and how our customers perceive us: A company with history and tradition, but also a company that is innovative, quality minded and one which acts with integrity and still holds to the resolution of its founder.

Crane Co. was founded on 4th July 1855 by Richard Teller Crane who made the following resolution: "I am resolved to conduct my business in the strictest honesty and fairness; to avoid all deception and trickery; to deal fairly with both customers and competitors; to be liberal and just towards employees; and to put my whole mind upon the business." The essence of this resolution is the business policy of Crane Co. today.

We believe that embracing inclusion and diversity is key to our success and as such we are seeking applications from candidates who will contribute their different backgrounds, cultures and experiences to our business.