Internal Sales & Service Lead

at  Smiths Group

JOB FUNCTION:

Customer Service
About Us
Founded in 1917, John Crane is a global leader in the design, manufacturing, and engineering of mission critical flow control solutions for increased efficiency, emission reductions and energy transformation. Our products include mechanical seals and systems, couplings, bearings, filtration systems and predictive digital monitoring technologies. John Crane customer service is accessed through a global network of more than 200 global sites in over 50 countries employing more than 6,000 employees worldwide. We partner with our customers and help them meet the latest environmental standards and keep their operations safe and controlled.
John Crane is part of Smiths Group, For over 170 years, Smiths has been improving our world through smarter engineering. Our technology benefits millions of people every day – making travel safer, supporting sustainable energy transition, efficiently heating, cooling our homes, and helping our world stay connected.
Connect with us on LinkedIn: John Crane: LinkedIn
Job Description
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.
Duties & Responsibilities

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.

The Individual

Skills and Experience:

• A professional knowledge of functional computer skills with common software (Microsoft Office, Windows Explorer) is essential.
• Two to three years of people management experience in the areas of Customer Service.
• Exposure to sales and marketing of industrial products preferred.
• Ability to understand form and function of mechanical type products including problem solving is ideal.
• Experience in SAP Sales and Distribution is preferred.
• Willingness to travel locally or interstate for training and other company related activities.
• An understanding that achieving our business targets and customers satisfaction is the ultimate goal.
• Ability to work autonomously with little local support.
• Ability to take responsibility and be accountable for actions to ensure client satisfaction.
• Capable of achieving objectives and delivering results.
• Time management, administrative and organisational skills.
• Strong communication skills.
• High level of integrity and focus to adhere to commitments.
• Ability to work within flexible hours, including outside regular working hours as required to complete set tasks and goals.

We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of race, 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 John Crane, Smiths Group nor any of our recruitment partners ever request payment to enable participation – including, but not limited to, interviews or testing.

• 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