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
Parker Hannifin
Parker Hannifin is a Fortune 250 global leader in motion and control technologies. For more than a century, we’ve enabled engineering breakthroughs that make energy cleaner, transportation safer, medical treatments more effective, and manufacturing more efficient.
With empowered team members in more than 40 countries, Parker serves customers across aerospace & defense, energy, HVAC & refrigeration, in-plant & industrial equipment, off-highway and transportation.
Our scale is global, but our purpose is personal. We enable breakthroughs that improve lives, strengthen communities and create a brighter future.
Our Purpose — Enabling Engineering Breakthroughs that Lead to a Better Tomorrow — comes to life through our people-first culture where teamwork drives performance, inclusion fuels innovation and growth is encouraged. This environment fosters collaboration and empowers team members from engineering and manufacturing to finance, supply chain, human resources, information technology and beyond.
By combining deep expertise with an entrepreneurial spirit, we help customers succeed in markets that demand performance, reliability, and sustainability.
As we look to the future, Parker is advancing initiatives in energy efficiency and sustainability while developing the next generation of talent and leaders to engineer a better tomorrow.
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 Employees & Job Applicants | U.S. Equal Employment Opportunity Commission
Drug Tests
Drug-Free Workplace
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.
