Position Summary

The Customer Service Manager is responsible for management of customer service operations within the order management process.  The position will interact on a daily basis with customers, production, supply chain, and sales staff to efficiently and effectively meet customer service standards and support the Division’s strategic initiatives.  The Customer Service Manager will engage the Customer Service Team and adjacent functions to drive process improvement and enhance Customer Experience.

The Customer Service Manager is responsible for all Fluidics Products and resides in Hollis, NH.  The position reports to the Division Marketing & Business Development Manager and supervises related customer service personnel in Hollis, NH and Hatfield, PA. 

Responsibilities

• Manage the daily customer service department workflow to ensure a positive customer experience is provided and company goals are met.
• Act as process owner for all order management procedures including order entry and scheduling changes, account maintenance and export compliance.
• Improve customer service productivity and quality results by evaluating and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results and executing changes.
• Implement new customer service software solutions when deployed by the corporate offices including ERP system changes, service request software, eChat software, and any other appropriate solutions. 
• Intervene in and directly manage challenging customer situations through research, effective communication, and any other suitable means necessary to resolve outstanding issues.
• Manage critical Customer Experience related metrics including LTR (Likelihood to Recommend), TTA (Time to Acknowledge) and TTR (Time to Resolve).  Review historical data and engage with team members to drive improvements to these metrics to achieve first quartile performance.
• Develop and maintain the customer service strategy and corresponding annual team goals and implement related improvement actions.  
• Responsible for the recruitment, selection, and development of customer service team members.
• Responsible for leading the division’s contract management process.  This includes initial review of proposed contracts and coordination between sales, supply chain, quality and Corporate Legal to finalize contract content. 

Qualifications

• Minimum of 5 – 7 years of experience in a manufacturing environment including time in a supervisorial and/or managerial role within customer service.  
• Experience in a Business-to-Business environment preferred.
• Bachelor’s degree in business administration or related discipline.
• Analytical and technical skills required to understand business practices and processes.
• Intermediate to advanced software skills including Microsoft Excel, Power BI and Customer Relationship Management (CRM) software with Salesforce experience a plus.
• General ERP system knowledge including Electronic Data Interchange (EDI) process and formats.
• Excellent written, verbal, and interpersonal communication skills for effective interface with all internal and external contacts.
• Knowledge of export compliance laws and processes 

Parker Hannifin

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.

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”)

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Drug Tests

Drug-Free WorkplaceIn 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.