Customer Service Administrator

Overview

Crane Aerospace & Electronics has an exciting opportunity for a Customer Service Administrator at our Auburn, CA site.

About Crane:
Crane Aerospace & Electronics supplies critical systems and components to the aerospace and defense markets. You'll find Crane Aerospace & Electronics in environments ranging from engines to landing gear; from satellites to medical implants; and from missiles to unmanned aerial systems (UAS). Founded in 1968, Crane Aerospace & Electronics' Auburn, Calif., facility has a history of excellence in designing and manufacturing multi-stage lubrication and gerotor pumps for aerospace and defense applications.

Our Auburn team is known for providing industry-leading, complex, highly engineered flow control products for mission-critical engine/APU systems. Located in the Northern California foothills of the Sierra Nevada Mountain range at a state-of-the-art 65,000 sq. ft. facility, this is an opportunity to start the next chapter of your career with Crane Aerospace & Electronics.

The Customer Service Administrator II is responsible for supporting sales success by performing administrative activities for assigned customers. This role consults with business managers, Customer Account Managers, and Regional Sales Managers as required. Activities may occur pre-award or post-award. This role ensures appropriate communication between the company, its customers, and regulatory agencies. The Customer Service Administrator II acts as a customer liaison regarding quotes, purchases, order status, data entry, file maintenance, and warranty returns as applicable.

This position carries direct responsibility for performing major assignments and partnering with a diverse array of internal departments that affect business operations to a significant degree.

• 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 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 comparing customer and internal delivery data to ensure alignment with the customer’s scorecard rating and working with internal operations to improve on-time delivery performance.
• Basic knowledge of Crane Business System tools such as KPIs, transactional process improvement, problem solving, and standard work to participate in continuous improvement efforts.
• Able to provide excellent Customer Service through communication and problem solving, including quick responses to inquiries (calls and e-mails) and leveraging resources to ensure customer satisfaction.
• Contribute to training of Customer Service administrators in essential functions and continually review processes to identify deficiencies for process improvement and team performance.
• 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.
• Coordinate with other internal functional teams to drive expedited/aircraft on ground (AOG) orders as…