Customer Service Admin II

Crane Co.•Burbank, CA

35d•$73,000 - $111,100

About The Position

Crane Aerospace & Electronics has a unique and exciting career opportunity for a Customer Service Administrator in Burbank, CA. About Crane: Crane Aerospace & Electronics supplies critical systems and components to the aerospace and defense markets. You'll find Crane Aerospace & Electronics in some of the toughest environments: from engines to landing gear; from satellites to medical implants and from missiles to unmanned aerial systems (UAS). Every 1.2 seconds, product built at our Crane Aerospace & Electronics Burbank facility is stopping aircraft - delivering passengers and military personnel safely to their destination. Home to our Landing & Cabin Systems team, Crane A&E's brake control systems and premium cabin actuation solutions are flying on tens of thousands of aircraft throughout the world. You'll join a business with a long track record of engineering excellence, set in the wonderful town of Burbank filled with great community atmosphere, schools, weather and no shortage of entertainment. Start the next chapter of your career with Crane Aerospace & Electronics! Job Summary: The Customer Service Administrator is responsible for supporting sales success by performing administrative activities for assigned customers. This position is responsible for consulting with business managers/Customer Account Managers/Regional Sales Managers as required. This includes either pre-award or post-award activities. Assuring appropriate communication between the company, its customers and regulatory agencies. The Customer Service Administrator acts as a customer liaison regarding quotes, purchases, order status, data entry, maintaining files, and warranty returns as applicable. This position carries direct responsibility for performing major assignments, partnering with a diverse array of internal departments that affect business operations to a significant degree.

Requirements

Customer Service Administrator Level II: 2-5 years of applicable Customer Service work experience. Customer Service Administrator Level III: 5-10 years of applicable Customer Service work experience
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
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 functions
Demonstrated ability to troubleshoot customer issues
Demonstrated ability to convey information and analysis clearly as needed to customers
Demonstrated outstanding organizational skills
Demonstrated ability to solve routine to moderately complex problems
Intermediate to advanced Microsoft Office skills (Word and Excel)
Customer friendly and responsive with a view to providing customer satisfaction including supporting face-to-face meetings
Strong communication skills including phone and email
High School Diploma
This position may require access to Controlled Data or Information. Where the position requires such access only US Persons will be considered. As a US Department of Defense contractor, we are bound by International Traffic in Arms Regulations (ITAR).

Nice To Haves

Oracle Experience
Aerospace Manufacturing Experience
Associates or Bachelor's degree

Responsibilities

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, WebEx 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
Accurately manage internal databases or CRM tools as applicable
Provide follow up and support to the Regional Sales Managers/business managers/customer account managers
Coordinating with other internal functional teams in order to drive expedited/aircraft on ground (AOG) orders as applicable

Benefits

Health care, dental or life insurance starting the first day of the month
15 days of paid time off that start accruing your first day at Crane and 12 paid holidays per year.
401k plan with company match
eligible after 90 days of employment

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