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.
The Inside Sales Analyst is responsible for driving consistency, efficiency, and excellence across Inside Sales and Customer Service functions by defining, documenting, and standardizing inbound workflows. This role leads the development and implementation of work instructions and training programs to ensure aligned and scalable operations. Acting as a subject matter expert, the position leverages deep knowledge of John Crane’s products, systems, and customer base to optimize processes, enhance customer experience, and support organizational growth.
Responsibilities include but limited to the following:
- Develop long-term working relationships within and outside of the company to successfully be an extension of the external sales team.
- Good stakeholder management skills will be required as the role will require close working with other departments.
- Define and document inbound workflows for Inside Sales and Customer Service teams to enhance consistency and drive operational efficiency.
- Create clear and detailed work instructions to guide daily operational activities.
- Design and maintain training materials to support team development and knowledge transfer.
- Lead the onboarding and training of new personnel, ensuring readiness and alignment with established processes.
- Continuously review and refine processes to improve accuracy, productivity, and customer experience.
- Collaborate with cross-functional teams to ensure alignment and adoption of standardized procedures
- Act as a subject matter expert (SME) for internal processes, tools, and systems.
- Build and maintain strong relationships with customers to enhance customer experience.
- High school diploma or equivalent required.
- Associates degree or 10 years relevant experience.
- Minimum 5 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.
- 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.
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)
Skills Required
- High school diploma or equivalent
- Associate degree or 10 years relevant experience
- Minimum 5 years of customer service experience
- Effective verbal and written interpersonal and communication skills
- Multi-channel communication experience (team, phone, email)
- Self-starter and highly motivated with minimal supervision
- Computer literate with good working knowledge of MS Office suite and ERP systems
- Experience working with a diverse group and a global company
- Ability to work effectively in a team-oriented environment
What We Do
For over 170 years, Smiths Group has been pioneering progress by engineering a better future. We serve millions of people every year, to help make the world safer, more energy efficient and productive, and better connected, across four global markets: Energy, General Industrial, Safety & Security, and Aerospace & Defence. Listed on the London Stock Exchange, Smiths employs more than 15,000 colleagues in over 50 countries. For more information visit www.smiths.com. We're looking for people with curious minds. Who want responsibility and relish a challenge. Whether you're an experienced professional or just starting out, our global scale and focus on growth means we have some great career opportunities for you. There's never been a better time to join Smiths.
