Division Customer Service Manager

Org Marketing Statement

Parker Hannifin is a Fortune 250 global leader in motion and control technologies. For more than a century the company has been enabling engineering breakthroughs that lead to a better tomorrow. Learn more at www.parker.com or @parkerhannifin.

Position Summary

The Customer Service Manager will develop a professional organization that takes ownership of customer issues and follows through with accurate and timely communication to our OEM & Distributor partners. This role will ensure effective and efficient customer service operations, identify and solve customer delivery issues, and manage system and process changes that continuously improve the customer experience. You will be responsible multiple locations across the country and will have around 5 direct reports as you transform the Customer Service Center experience in three key ways:
1 - Process & Systems improvement to provide better support.
2 – Manage a metrics based function and relying on the data/analytics to help drive change.
3 – Team development through effective coaching, mentoring and training.

Location - can be located in Hiawatha, IA, Louisville, KY, Mooresville, NC, Waterville, OH or Corp. HQ in Cleveland, OH.

Responsibilities

• Interact with customers, Parker Service Centers, and Parker Divisions (suppliers) to meet customer needs. Manage the quote, order management, and returns processes; and analyze and correct customer service trends.
• Direct supervision across multiple locations with customer service team members. Establish team objectives and deploy strategies that improve the customer experience.
• Develop team members using Parker’s annual Personal Performance Plans (PPP). Cross-Train team to ensure coverage and support.
• Improve customer service experience by studying, evaluating and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results and implementing changes.
• Develop superior communication systems and provide training for consistent, impeccable customer experience via direct customer contact, phone mail and email.
• Build relationships with Customer, Divisions and Sales account management.
• Help to meet customer on time delivery as well as financial objectives by reviewing forecast and stocking positions. Provide Divisions with data and analysis to improve forecast accuracy.
• Own the PSC Network ‘Likely to Recommend’ program. Enhance response rate, analyze results and coordinate action across functions.
• Manage annual budget and establish customer service team operating metrics to monitor team performance.

Qualifications

Parker considers this position safety-sensitive and therefore pre-employment testing for cannabis will be required as a condition of hire. See drug test section of job posting for more information.

• Education: BS in Supply Chain or other bachelor’s degree with equivalent work experience.
• Minimum of 3 years in customer service operations with direct report responsibility .
• Analytical skills to review data and identify trends and improvement opportunities.
• Knowledge of Parker Division nomenclature, pricing programs, field sales force, division quoting and order entry system desirable.
• Computer Skills: Use of Microsoft suite of products, Lotus Notes. Preferred knowledge of Division order entry systems.
• Travel requirements: Located in one location, however this position leads customer service operations across multiple separate centers. 25% travel is expected.
• Effective communications, excellent written and verbal skills, and effective presentation skills.
• Interpersonal skills to develop a team that exceeds customer expectations.
• Ability to influence cross-functionally and build support to solve customer issues.
• Customer advocate and lead change to implement measurable improvements.

Additional comments
The essential functions have been provided as examples of the type of work performed by employees assigned to this job classification. The Company reserves the right to modify the work assignments and/or to make reasonable accommodations so that qualified employees can perform the essential functions. The job description is not intended to be an all-inclusive list of duties and responsibilities. It is intended to describe the general nature of the position.

Closing Statement

Equal Employment Opportunity

Equal Employment Opportunity
Parker is an Equal Opportunity and Affirmative Action Employer. Parker is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job related reasons regardless of race, ethnicity, color, religion, sex, sexual orientation, age, national origin, disability, gender identity, genetic information, veteran status, or any other status protected by law. However, U.S. Citizenship, Permanent Residency or other appropriate status is required for certain positions, in accord with U.S. import & export regulations.

(“Minority / Female / Disability / Veteran / VEVRAA Federal Contractor”)

If you would like more information about Equal Employment Opportunity as an applicant under the law, please go to http://www.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf
and http://www1.eeoc.gov/employers/upload/eeoc_gina_supplement.pdf

Drug Tests

In accordance with Parker’s policies and applicable state laws, Parker provides for a drug-free
workplace. Therefore, all applicants seeking employment with Parker will be subject to drug testing as a condition of employment.