Internal Sales & Service Lead

at  John Crane

To work as part of the John Crane Australia sales team in achieving orders, sales and contribution targets for your designated sales area(s) through timely and accurate order entry, timely processing of quotations, order book management and delivering a high level of service and administration for internal and external customers.

Responsibilities:

• Manage a Team of ISRs to perform end to end Order to Fulfillment process including Contract Review, RFQ, Order Entry, Scheduling promise date and Logistic Coordination.
• Lead Cross-Functional Team manage Project and New design ETO process for Product readiness.
• Govern Order entry process, identify gap and propose improvements for operational excellence.
• Provide high level of Customer Service through timely response and maintaining quality communication and support.
• Manage Internal and External Stakeholder relationships to ensure support is delivered and maintain Customer satisfaction.
• Drive process improvement for Operational efficiency and System optimization.
• Coach and provide guidance to ISRs to achieve highest performance as individual and meet KPIs as a Team.
• Liaison with the Operations and other functional team as SPOC to resolve Escalation and Customer complaints in timely manner.
• Administrative of CRM as a Superuser to represent ANZ region and participate in project and UAT where business requires System upgrade and enhancement.
• Support to external sales by ensuring support is delivered in a manner to allow external salesperson to maximise client facing and sales time, including but not limited to attending customer inquiry and responding RFQ and PO and other commercial aspect of JCA business.
• Review Order Book and Forecast on regular basis to meet and exceed Budget and Targets
• Liaison with Operations and other functions to monitor timely deliverables and thrive to achieve OTD target.
• Review Production Planning to ensure timely Product readiness and strategic sourcing where required.
• Full contract review carried out prior to acceptance of any order entry in accordance with contract review guidelines and maintenance thereof.
• Customer’s clean order entered within one business day or as agreed with sales manager.
• Conversion of SAP Quotation to SAP sales order, maintenance of document flow.
• Review of freight method insuring customer acceptance and communication through appropriate channels.
• Accountability of all commercial aspects of the sales order.
• SAP order acknowledgment output communicated to customer within one business day of order entry.
• Maintenance of records of customer communication.
• Maintenance of files of customer purchase orders or documents, preferably loaded into SAP as originals.
• Creation or coordination of lean or new GPNs as required.
• Creation of order specific billing plans.
• Management of appropriate item categories to control standard, MTO, controlled or serialized materials.
• Management of traceable requirements.
• Management of passing of demand on a controlled, agreed and accurate basis
• Providing information relating to the progression of orders and sales on an as required basis.
• Maintenance of files and contract data, particular storage of sales contracts.
• Maintenance of all records of order changes with clients in SAP.