John Crane LLC, 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.
The Inside Sales Representative consistently deliver high standards of internal sales execution while providing advanced support, mentorship, and coordination across sales, engineering, and commercial teams. This role contributes to revenue growth through cross-sell and up-sell opportunity identification.
Responsibilities include but limited to the following:
- Performs all Level 1 Internal Sales responsibilities to a high and consistent standard.
- Provides onboarding, training, and ongoing support for new Level 1 Internal Sales employees, including management of skills matrix completion.
- Coordinates discount approval requests in accordance with the Delegation of Authority (DOA) process.
- Identifies and develops cross-sell and up-sell opportunities based on customer requirements and business needs.
- Creates and manages iProjects, serving as the primary communication platform between Engineering, Sales, and Aftermarket teams throughout the product lifecycle.
- Responds to Orderbook Management requests to amend orders within the ERP system and provides timely updates to customers.
- Conducts contract reviews for both Aftermarket and First Fit orders in accordance with established contract review policies.
- Maintains regular communication with external sales personnel regarding customer activities, opportunities, and issues.
- Supports RMA, CMR (credit), and DMR (debit) processes, including participation in root cause investigations and resolution activities.
- Generates quotations within the CRM system for direct customer requests, repeat parts, ATO requirements, and opportunities identified by External Sales.
- Proactively follows up with customers after quotation submission to support conversion and customer satisfaction.
- Captures, analyzes, and escalates customer feedback as appropriate, resolving issues directly whenever possible and escalating unresolved concerns in a timely manner.
- Delivers exceptional customer service and builds strong working relationships with both internal and external customers.
- Maintains ongoing communication with external sales personnel regarding customer activity and account developments.
- Maintains and updates customer pricing records within ERP and PriceFX systems to ensure pricing accuracy and compliance.
- Coordinates with the Central Data Team (CDT) to initiate and support item and site planning requests aligned with business requirements.
- Partners with New Accounts to facilitate account setup, ensuring all required documentation, including tax exemption certificates, is obtained and properly maintained.
- Applies working knowledge of material family codes to support accurate order processing and customer requirements.
- Ensures pricing complies with current agreements and that all applicable tariffs, surcharges, and commercial terms are correctly applied to customer orders.
- Demonstrates strong proficiency in reading, interpreting, and applying technical and assembly drawings to support order accuracy, product application, and technical sales activities. Critical competency
- Maintains a solid technical understanding of John Crane products, services, applications, and target markets.
- High school diploma or equivalent required.
- Associates degree or 5 years relevant experience.
- Minimum 4 years of customer service experience.
- Effective interpersonal and communication skills both verbal and written.
- Multi-channel communication: experience in communicating with customers through various channels such as team, phone and email.
- Data entry skills - accurately entering customer orders
- Self-starter and highly motivated to achieve results with minimal direct supervision.
- Computer literate with good working knowledge of MS Office suite and ERP systems.
- Experience working with a diverse group and a global company is a plus.
- Ability to work effectively in a team-oriented environment.
- This position is an on-site role and is not eligible for remote or hybrid work arrangements. The candidate must be able to report to the assigned work location five days per week and maintain reliable transportation to ensure consistent attendance and punctuality.
Job grade and compensation will be determined based on qualifications and relevant experience
All your information will be kept confidential according to EEO guidelines.
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)