Customer Service Administrator

Crane Company • Lynnwood, WA

1d • Onsite

About The Position

Crane Aerospace and Electronics has an exciting opportunity for a Customer Service Administrator at our Lynnwood, WA location. This is an on-site position. 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). This facility delivers industry-leading aerospace & defense power and fluid solutions. Our products are rugged enough to fly 5 billion miles from Earth on NASA’s New Horizons spacecraft and innovative enough to be featured on Eviation’s Alice all-electric aircraft. You’ll join a group of aerospace professionals committed to engineering excellence and work in a community tucked between the idyllic Puget Sound and Cascade Mountains. 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 role is expected to develop and nurture critical business relationships with our strategic/key customer accounts. 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

• Experience: 5-10 years of applicable Customer Service work experience, preferably in a manufacturing environment.
• Knowledge: Complete understanding and applicable of industry principles, concepts, practices, and procedures of business administration; Job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems. Export knowledge of customer portals, Export Administration Regulations, Incoterms, and ITAR Compliance; Expert knowledge of FAR/DFAR, government procurement specifications, regulations, and compliance requirements; An expert understanding of pricing principles, how to research invoices, payments, and debits; business acumen with the ability to clearly recognize risk elements in business transactions
• Skills/Abilities: Super user of an ERP system; Implement and interpret department processes and procedures; Can effectively prepare and host a customer visit with tour included; 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; Ability to perform work with minimal direction; Intermediate to advanced Microsoft Office skills (Word and Excel); Strong communication skills including verbal and written.
• Education/Certification: High School Diploma or equivalent experience
• Eligibility Requirement: 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).

Responsibilities

• Review and negotiate customer purchase orders for compliance to Crane policies and applicable export and/or Government regulations
• Resolves complex customer issues and maintains customer accounts of significant value to the company
• 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
• Prepare timely responses to customer requests for quotes (RFQ) by establishing pricing and delivery commitments to customers through the use of Crane pricing and approval policies
• Interpret and enter purchase order requirements into ERP system and provide order acknowledgements to customers
• Partner with the Regional Sales Managers/business managers/customer account managers including the ability to locate and interpret Contracts or Long-Term Agreements as applicable
• Support accounts receivables to address past due payment issues for assigned customer base. Make recommendations on suggested customer credit terms and limits to the Customer Account Managers/Regional Sales Managers and finance
• Process warranty returns and ensure timely processing to support customer requirements
• Establish and grow relationships with our strategic 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
• 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
• Collaborate with demand management and Regional Sales Managers/Customer Account Managers on identifying and driving accurate customer forecast for strategic customers. This includes managing forecast in ERP to obligate material commitments and Crane sales plans
• 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
• Schedule and plan new product introduction (NPI) hardware shipments and milestone billings through the coordination with cross-functional teams in order to drive successful timely launch of new programs/products as applicable
• Understand and use 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 high level of understanding of applicable business processes in order to mentor Customer Service administrator in elements of their essential functions through process documentation development, providing guidance and training. Continually review and develop processes in order to drive process improvement in order to elevate the performance of the team.
• Any other task assigned by supervisor or management

Benefits

• Health care, dental, vision, life and disability 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.
• Education Reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED