Parker Hannifin

Division Customer Service Manager

Parker Hannifin • $75K — $95K *
Hollis, NH 03049In-Person
Manufacturing & Automotive
5 - 7 years of experience
1 month ago
Job Overview by Ladders

Qualifications

  • 5-7 years of experience in manufacturing customer service roles; supervisory experience preferred.
  • Bachelor's degree in business administration or related field.
  • Strong analytical and technical skills relevant to business processes.
  • Intermediate to advanced proficiency in software like Excel, Power BI, and CRM systems; Salesforce experience is desirable.
  • General knowledge of ERP systems and EDI processes.
  • Exceptional written and verbal communication skills for effective interaction with diverse stakeholders.
  • Understanding of export compliance laws and procedures.

Responsibilities

  • Manage daily workflow of the customer service department to enhance customer experience and meet company objectives.
  • Own the order management process, overseeing order entry, scheduling changes, and account maintenance.
  • Evaluate and redesign processes to improve customer service productivity and quality results.
  • Implement new customer service software solutions and support ERP system changes as required.
  • Resolve challenging customer situations through effective communication and research.
  • Monitor and manage key customer experience metrics to achieve top-tier performance.
  • Develop and execute the customer service strategy and team goals, implementing improvements as needed.
  • Lead the recruitment, selection, and development of customer service team members.
  • Oversee the division's contract management process, collaborating with multiple departments for finalization.

Benefits

  • Supportive work environment fostering team collaboration.
  • Opportunities for professional development and growth.
  • Access to advanced customer service software solutions.
  • Potential for participation in process improvement initiatives.
  • Engagement with cross-functional teams and departments.
Full Job Description
Position Summary

We are looking for an experienced Customer Service Manager to lead our customer service operations and ensure a seamless and satisfying experience for our customers. This role is critical in aligning service delivery with the Division's strategic goals by managing the end-to-end order management process. You will collaborate closely with customers, production, supply chain, and sales teams to maintain high service standards, drive operational excellence, and foster continuous improvement. If you excel at building strong teams and cross-functional partnerships, this is the role for you.

The Customer Service Manager, based in Hollis, NH, is responsible for overseeing customer service operations. This position reports to the Division Marketing & Sales Manager and supervises customer service personnel located in Hollis, NH..

Responsibilities
  • Manage the daily customer service department workflow to ensure a positive customer experience is provided and company goals are met.
  • Act as a 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 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

About Parker Hannifin

Parker Hannifin is a diversified manufacturer of motion and control technologies and systems, providing precision-engineered solutions for a wide variety of commercial, mobile, industrial, and aerospace markets. They are also demonstrating how their interconnected portfolio of motion and control technologies is critical to enabling a cleaner and sustainable world.

Parker Hannifin Careers

Join the vibrant team at Parker Hannifin, a global leader in motion and control technologies, and be part of a company known for its innovative approach and commitment to excellence. At Parker Hannifin, we offer a wide range of job opportunities that allow professionals to advance their careers in an environment that fosters growth, leadership, and diversity.

Work You’ll Do

At Parker Hannifin, every position contributes to our mission of solving the world’s greatest engineering challenges. Our team is composed of highly skilled professionals dedicated to pushing the boundaries of technology and innovation. Whether you are looking for a full-time position, an internship, or a leadership role, Parker Hannifin has a place for you.

Innovate and Lead

Embrace the opportunity to lead projects that redefine industry standards. Parker Hannifin is at the forefront of technological innovation, and our employees are the driving force behind our success. With a culture that values diversity and creative problem-solving, you will work alongside some of the brightest minds in the industry.

Grow Your Career

Parker Hannifin is committed to the professional growth of our employees. With comprehensive training programs and a focus on career development, we ensure that our team members have the resources they need to succeed. Our commitment to professional development is matched by our dedication to promoting from within, providing a clear path for career advancement.

Be Part of a Great Team

Our team at Parker Hannifin is our greatest asset. We pride ourselves on a culture that promotes teamwork, respect, and collaboration. With a global network of professionals, the opportunities for networking and cross-functional collaboration are vast. Join us and be part of a team that is making a difference in the world.

Benefits and Culture

Parker Hannifin offers a competitive benefits package that supports the health, well-being, and financial security of our employees and their families. From health insurance to retirement plans, we provide the benefits that help you live a healthier and more secure life. Our inclusive culture encourages involvement and offers various channels for employees to express their ideas and insights.

Explore Job Opportunities

Are you ready to take the next step in your career? Explore the exciting job opportunities at Parker Hannifin. From engineering to marketing, and from sales to customer service, we have positions that match a wide range of skills and interests. - **Search Parker Hannifin Jobs**: Find open positions that align with your skills and career goals. We are continuously hiring and looking for new talent to join our dynamic team. - **Prepare Your Application**: Tailor your resume and prepare for your interview with us. Show us how your experience and skills make you the perfect fit for Parker Hannifin. - **Internship Programs**: Gain hands-on experience and build your professional network through our internship programs. These opportunities are designed to give you a solid foundation in your chosen field.

Stay Connected

- **Join Our Team**: Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. - **Career Development**: Engage in ongoing learning and development programs to enhance your skills and boost your career prospects. - **Job Alert Emails**: Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding opportunities that await at Parker Hannifin. At Parker Hannifin, we are not just offering jobs; we are offering careers that make a global impact. Join us and be part of a legacy of leadership, innovation, and diversity.
Learn more about Parker Hannifin
Size
54,640 employees
Market Cap
$37.5 billion
Industry
Manufacturing & Automotive
Net Income
$1.4 billion
Founded
1918
5 Year Trend
+5.7%
Revenue
$13.5 billion
NASDAQ
PH
* Ladders Estimates

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