Customer Service Representative II

As a Customer Service Representative II at John Crane, you will handle specialized tasks related to supporting and resolving customer inquiries, generate reports, analyze performance metrics, and work independently on improving processes to enhance customer satisfaction. Your role will significantly impact how our customers perceive our services.

To qualify for the Customer Service Representative II position at John Crane, you need an Associate's Degree in business or equivalent work experience alongside at least four years of relevant experience. Familiarity with ERP systems and proficiency in Microsoft Office are essential, with bilingual capabilities in English and Spanish being a plus.

Key skills for the Customer Service Representative II role at John Crane include strong verbal and written communication, problem-solving abilities, organization, and attention to detail. You should also possess intermediate to advanced knowledge of Microsoft Office products and experience in cross-functional teamwork.

At John Crane, we are committed to fostering a diverse and inclusive workplace. We actively run Employee Resource Groups (ERGs) representing various communities, including Veterans, LGBTQIA+, and Women in the Workplace, to ensure everyone feels valued and supported during their career journey with us.

John Crane places a strong emphasis on professional growth. As a Customer Service Representative II, you will have the chance to mentor others and get involved in special projects, laying a solid foundation for career advancement within the company. We celebrate achievements through our annual Smiths Excellence Awards, recognizing outstanding contributions.

The work culture at John Crane is collaborative and inclusive. We value different perspectives and encourage innovation. Our team is committed to recognizing and rewarding excellence, and we have various initiatives to support employees both personally and professionally.

While the Customer Service Representative II position primarily operates in-person at our Pasadena, TX office, there may be flexible work options available depending on specific project needs and management decisions. It's best to confirm with HR for any potential remote opportunities during your application process.

In a fast-paced customer service environment, prioritizing tasks requires assessing urgency and impact. I typically start by identifying tasks that directly affect customer satisfaction and deadlines. For example, if customers are waiting for order status updates, I tackle those inquiries first, ensuring that responses are timely and thorough to maintain satisfaction.

In my previous roles, I faced various challenges requiring problem-solving. I remember a specific instance where a significant backlog affected our delivery performance. I analyzed the workflow, identified bottlenecks, and proposed solutions that streamlined operations, ultimately reducing delays and improving customer feedback.

To ensure customer satisfaction, I focus on clear communication and setting realistic expectations. I also actively seek feedback to understand areas for improvement. If a situation arises that might cause dissatisfaction, I proactively reach out to the customer to discuss solutions, reflecting a commitment to meeting their needs.

Handling difficult customers involves active listening and empathy. I approach each interaction with genuine concern and strive to understand their perspective. By acknowledging their frustration and offering constructive solutions, I aim to turn a negative experience into a positive one, reaffirming their value as a customer.

I have previous experience working with ERP systems where I managed order processing and tracked shipments. I believe that having a solid understanding of ERP functionalities enables me to provide accurate information to customers and ensures the team remains organized and efficient.

I analyze performance metrics by first gathering relevant data and identifying trends. Once I understand the patterns, I assess areas needing improvement. For example, if I find that response times are lagging, I might suggest training sessions or revising internal communication methods to enhance overall efficiency.

In a diverse environment, I prioritize open communication and respect for individual perspectives. By recognizing and celebrating team members' unique backgrounds and skills, I encourage collaboration and creativity, which enhances team performance and leads to innovative solutions.

Certainly! One project involved creating a new reporting system that streamlined how our team assessed customer inquiries. I led a cross-functional team, gathered input, developed the reporting structure, and monitored its implementation. By involving various departments, we improved response times and boosted customer satisfaction scores.

The most critical factor in achieving customer satisfaction, in my opinion, is effective communication. Customers appreciate timely updates and clear information. Consistent follow-ups and a proactive approach show them that their needs are valued, which fosters loyalty and trust.

I have a foundational understanding of rotating equipment and pumps, including mechanical seals and their applications. I'm keen to expand my knowledge further by staying up-to-date with industry trends, which I believe will help me answer customer inquiries confidently and accurately.