Position Summary

The Division Inside Sales Manager provides leadership, coaching, and strategic direction to the inside sales and customer service team while serving as an internal escalation point for customer delivery, order status, production recovery, returned material, and satisfaction issues.

This role oversees division-level processes related to order management, customer communications, customer returns, escalation management, reporting, and SIOP/customer demand support.

The manager works cross-functionally to mitigate customer-related demand issues such as quotes, expedite requests, technical inquires, cross references, open order reports, push-outs and other items as needed.

Responsibilities

Inside Sales Leadership
Lead the division inside sales team in support of customer order management, service responsiveness, and commercial execution.
Establish clear priorities, expectations, and accountability for customer communication, order entry accuracy, quote support, and issue resolution.
Coach, develop, and guide team members to improve responsiveness, professionalism, technical understanding, and customer relationship management.
Ensure customer inquiries, order changes, expedite requests, complaints, and escalations are handled accurately, promptly, and professionally.
Promote consistent use of Parker systems, standard work, documentation practices, and customer communication protocols.
Support division objectives for sales growth, customer satisfaction, on-time delivery, backlog health, and operational excellence.

Leadership Expectations
Demonstrate calm, disciplined leadership in high-stress customer situations and recovery environments.
Serve as the voice of the customer while balancing customer requirements with operational capacity, supply constraints, and business priorities.
Build trust with customer leadership through accurate communication, reliable follow-up, and transparent commitments.
Provide strategic guidance to internal teams on customer priorities.
Address systemic barriers to performance by partnering with functional leaders to identify root causes and implement sustainable improvements.
Foster a division-wide, customer-focused culture grounded in accountability, collaboration, continuous improvement, and Parker values.

Customer Returns Oversight
The Division Inside Sales Manager owns or oversees the customer returns process to ensure timely coordination, clear communication, and effective customer satisfaction recovery.
Responsibilities include:
Manage and monitor returned products in coordination with Customer Service, Quality, Operations, Finance, and Sales.
Ensure customer return requests are documented, reviewed, approved, and processed according to division procedures and Parker policies.
Communicate returned material status to customers, including receipt confirmation, evaluation progress, disposition, replacement status, credit status, and closure.
Coordinate warranty, credit, repair, replacement, with appropriate internal stakeholders.
Partner with Quality and Operations to support root cause investigation and corrective action follow-up for returned products.
Monitor return trends, recurring failure modes, customer concerns, and process gaps that may affect customer satisfaction or division performance.
Escalate significant return issues that may impact customer production, contractual commitments, financial exposure, or Parker credibility.
Support customer satisfaction recovery through timely updates, clear ownership, and coordinated corrective action.

Cross-Functional Coordination
Collaborate with Parker support functions, division leadership, suppliers, and customer-facing teams to resolve service, delivery, return, and recovery issues.
Coordinate with Operations and Planning to understand production status, constraints, schedule impacts, and shipment timing.
Work with Supply Chain to understand material shortages, supplier delinquencies, and supply recovery actions in order to communicate updates to customers
Work with Quality and Engineering to support returned material evaluations, corrective actions, rework requirements, and technical customer responses.
Align with Finance on credits, debits, warranty claims, replacement orders, and financial exposure related to customer returns or service failures.
Support Sales and Account Managers with customer communication, leadership reviews, and account recovery strategies.

Customer Escalation Management
Serve as the internal escalation point for customer calls, interactions, delivery concerns, returned material issues, and leadership reviews.
Provide timely, accurate, and actionable updates regarding production status, schedule impacts, shipping information, backlog recovery, and RMA disposition.
Mitigate escalations through proactive communication, structured follow-up, and clear ownership of action items.
Convey recovery plans to customers in a professional, credible, and fact-based manner.
Participate in customer factory visits focused on delivery performance, open order reports, customer satisfaction, and corrective action progress.
Build and maintain trust with customers by ensuring commitments are realistic, documented, and actively managed.

SIOP and Customer Demand Support
Participate in planning and Sales, Inventory, and Operations Planning processes by providing voice of customer, order trend insights, escalation priorities
Help balance demand with supply by identifying customer-critical needs and supporting prioritization decisions in constrained or past due environments.
Partner with Sales, Planning, and Operations to review demand changes, forecast impacts, capacity constraints, and recovery requirements.
Provide customer and backlog intelligence to support production planning, resource allocation, and delivery improvement actions.
Identify customer order changes that may affect division performance.

Reporting, Metrics, and Documentation
Guide the preparation of reports, presentations, charts, dashboards, and documentation related to customer service, , delivery performance, returns, and escalations.
Monitor and report key performance indicators such as:
• TTA and TTR (customer inquiry time to acknowledge, time to resolve)
• OTP and OTR (delivery on-time to promise, on-time to request date)
• Past due backlog value and line count
• Recovery plan milestone completion
• Customer escalation aging and closure
• Return trends
• Credit/replacement processing time
• Customer satisfaction and service responsiveness
Ensure leadership reviews and customer updates are supported by accurate data, clear action plans, and documented owners.
Use metrics to identify systemic issues, drive corrective action, and improve service performance.

Qualifications

Required:
• Bachelor's degree in business, Supply Chain, Operations, Engineering, or a related field; equivalent work experience in semiconductor or related industry may be considered.
• Minimum of eight years of related semiconductor ultra-high purity component experience, including direct customer interaction and a proven record of customer responsiveness and problem-solving.
• Demonstrated semiconductor industry knowledge, including ultra-high purity applications, customer base, operating requirements, and service expectations.
• Strong understanding of ultra-high purity products, failure modes, and manufacturing processes for gas and chemical components.
• Knowledge of export control laws, regulations, and compliance requirements applicable to customer, product, and order management activities.
• Minimum of five years of proven success in staff management, leadership, coaching, and team development.
• Demonstrated experience in inside sales, customer service, order management, operations support, or supply chain coordination.
• Strong understanding of customer order fulfillment, backlog management, delivery performance, and escalation processes.
• Experience coordinating cross-functionally with operations, planning, supply chain, quality, finance, sales, and customer service.
• Ability to manage complex customer issues, competing priorities, and high-pressure delivery recovery situations.
• Excellent verbal, written, and interpersonal communication skills, including the ability to write clearly and concisely and to present recovery plans, status updates, and performance data to internal and external stakeholders.
• Ability to work effectively as a participative team player across functions, organizational levels, and customer-facing environments.
• Proficiency with ERP systems, CRM tools, Microsoft Office, and reporting or dashboard tools.

Preferred Skills and Experience
• Experience in a manufacturing environment related to semiconductor industry.
• Knowledge of Parker-Hannifin products, systems, customers, and division operating processes.
• Experience with returns processing, warranty administration, customer returns, corrective action systems, or quality documentation.
• Familiarity with SIOP, demand planning, production scheduling, supplier recovery, and inventory management.
• Experience leading backlog recovery initiatives or customer delivery improvement plans.
• Strong analytical capability with experience interpreting delivery, backlog, return, and customer service metrics.
• Ability to influence without direct authority across functions and organizational levels.
• Demonstrated ability to restore customer confidence through disciplined execution, credible communication, and sustained follow-through.

Pay, Benefits, Work Schedule

Competitive Compensation

• Pay Range: $113680 to $199055 annually
• Participation in Annual Incentive Program

Benefit & Retirement Plans

Parker offers competitive benefit programs, including:

• Comprehensive coverage for medical, prescription drugs, dental, vision, voluntary optional life, accident insurance, hospital indemnity insurance and critical illness insurance with competitive premium cost.
• 401(k) Plan with company matching contributions at 100% of the first 5% of pay.
• Company provided defined-contribution retirement plan with annual contribution equal to 3% of pay.
• Career development and tuition reimbursement.
• Other benefits including paid parental leave, short and long-term disability programs, adoption assistance, a Care.com membership and financial planning assistance are provided at no cost to you.
• Supplemental benefit programs including identity protection, legal protection, and pet wellness are available at competitive rates.
• Paid Time Off and Company-Paid Holidays.