Customer Service Representative in Hitchin

Position Summary: The Inside Sales Representative (Home) serves as the key direct customer contact point for the Utilities Channel Partners & customers. The Inside Sales Representative is responsible for coordinating all aspects of customer service including order processing, quotation generation & follow up, delivery checks, technical enquiries and order expediting, delivering a world class level customer service to all internal and external customers. The future vision for this role is a proactive sales position where active quote follow up and lead generation will become a key responsibility of the role.

Principle Responsibilities:

• Reviews customer enquiries working with external sales, engineering, technical and other departments to produce sales quotations and provide to customers in a timely manner.
• Processes customer orders in a timely and accurate manner including clarification and order entry, ensuring that part numbers, prices and lead times are correct and in line with our product offering.
• Liaises with various internal departments throughout the order process to ensure we are capable of meeting the delivery requirements of the customer.
• Investigates customer concerns and records all relevant details on concerns database following up with the relevant departments to ensure matter is resolved in a timely manner for the customer.
• Dealing with customer enquiries via email/phone relating to product and technical enquiries working alongside various departments including engineering, technical and external sales.
• Works to achieve KPI’s set for the individual and department, including time taken to deliver quotations and process orders.
• Understands INCO terms and ensures orders are loaded in line with those.
• Reviews and validates quoted delivery prior to order entry in conjunction with system requirement and relevant departments.
• Takes part in review meetings prior to order processing, when necessary for clarification and communication of special order requirements.
• Expedites orders and provides order status information to all customers.
• Proactively advises customers of re-schedules or delays affecting promised ship date.
• Provides open order reports to customers with current weekly updates if required.
• Implements all change orders, order cancellations and maintains existing sales orders and acknowledges processing of order changes to customers.
• Prepares and submits quotations which include quote tracking on Sales force and liaises with external sales in the process.
• Advises/suggests best product application to meet customer needs.
• Ensures compliance to United States Government Export Laws.
• Works closely with external sales and internal departments to obtain timely answers for customers.
• Participates actively in the Crane Business System processes including Kaizen team involvement, problem solving, and recommending solutions to enhance and improve the quality of departmental and/or company-wide business activities.
• Performs other duties as required.

Qualifications/Experience:

• Working knowledge of IT and ERP applications – including Microsoft Word, Excel and Outlook.
• The ability to handle/manage customers professionally.
• High level of drive to set the highest possible customer service levels.
• The ability to work under pressure and meet tight deadlines.
• Must be able to communicate with people at all levels, both internally and externally.
• To be able to work using own initiative and be self-motivated.
• To be flexible and a team player.
• Language skills where appropriate/required.

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.