Customer Service Supervisor

John Crane, a business of Smiths Group, is a global leader in mission-critical flow control solutions for energy and process industries that enable efficient and sustainable operations. Our products include mechanical seals and systems, couplings, bearings, filtration systems, and predictive digital monitoring technologies. 

We have a global network of more than 200 sites in over 50 countries and employ more than 6,000 people worldwide. We partner with our customers to help them keep their operations safe, reduce downtime, improve efficiency, and meet the latest environmental standards. 

John Crane is part of Smiths Group. For over 170 years, Smiths has been pioneering progress by engineering for a better future. We serve millions of people every year, helping to create a safer, more efficient, productive, and better-connected world across four global markets: energy, security & defence, space & aerospace, and general industrial. Listed on the London Stock Exchange, Smiths employs approximately 16,000 colleagues in over 50 countries. 

Supervise the activities of the Customer Service Group to ensure strong customer relations, effective order management and other activities that promote customer satisfaction.  Maintain the liaison activity between the Customer Service, Purchasing and Planning Group and other stakeholders. 

• Lead the CSR team in excellent customer service, displaying the necessary skills to effectively fulfill the duties and activities. 

• Supervise the customer service staff, including but not limited to coordination of projects, conducting formal and informal reviews, job training and conducting team meetings.   

• Establish procedures, methods, policies, reports and measures to support continuous, effective and accurate handling of quotations and customer orders both as they are entered into the system and as they progress toward delivery. 

• Working in conjunction with planning and engineering, maintain and disseminate guidelines to effectively load production capacity. 

• Supervise the maintenance of sales order and customer account files / databases.  Utilizing ERP system for accurate reporting. 

• Promote and participate in continuous improvement projects and activities to identify and improve process efficiencies. 

• Establish employee goals and objectives that support the business plan. Take appropriate employee life cycle actions where necessary. 

• Ensure that order management is conducted according to ISO Contract Review Standards.  

• Additional duties as assigned. 

• Associates degree or equivalent work experience required.  Bachelor’s Degree preferred.   

• Minimum 5 years related work experience including 2 years related supervisory experience. Traffic and international experience a plus. 

• ERP system experience required 

• Intermediate to advance level skills with Microsoft Office products, particularly Excel. 

• Detail oriented; strong analytical skills. 

• Strong verbal, written, problem solving and organizational skills. 

• Strong interpersonal skills with the ability to manage a diverse workforce. 

• Able to maintain confidentiality. 

Salary Range: $72,000 - $77,000

With colleagues stretching across the globe, we are proud of our diversity. To foster inclusivity, we run employee resource groups (ERGs) to provide a safe space for employees to connect and support each other. Our cross-business ERGs include Veterans, Pride Network, Black Employee Network, Women@Work Network, and Neurodiversity. 

Across our company, we recognize excellence, culminating in the Smiths Excellence Awards, our annual celebration of the most extraordinary activities, people, and projects that best showcase our strengths and help drive our business forward. We announce these on our annual Smiths Day, a global celebration of Smiths around our network. 

Join us for a great career with competitive compensation and benefits, while helping engineer a better future. 

We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.

At no time during the hiring process will Smiths Group, nor any of our recruitment partners ever request payment to enable participation – including, but not limited to, interviews or testing. Avoid fraudulent requests by applying jobs directly through our career’s website (Careers - Smiths Group plc)