Org Marketing Statement
Position Summary
Responsible for leading the customer service department to create the highest sustainable level of customer satisfaction, and operations of products for all customers, distributors and international affiliates; The role will support all aspects of technical, and non-technical customer service to promote growth, profitability and customer performance targets.
The Customer Service Manager reports to the Division Marketing Manager and supervises related customer service personnel.
Responsibilities
Post-Order Customer Service: responsible for leading all aspects of non-technical customer service including: order management process, due dates/delivery, basic non-technical support, warranties, defects, applications, installations, diagnostics, and trouble shooting Technical Services: responsible for leading technical aspects of customer service that can be provided over the phone, including: defects, applications, installation, diagnostics, and troubleshooting; Responsible for transition of technical questions that can not be handled over the phone to the technical service manager Inside Sales: responsible for team of individuals who are taking orders from customers and selling basic components; order management lead time Service & Repair: responsible for leading a team of individuals provide on-site customer repairs or commission start ups; responsible for on-site work, whether repair, warranty or general problem solving for components and/or complete systems Warranty & Contract Management: responsible for the management of all customer warranties and contracts; depending on the size and customer base customer service manager can have a warranty team or a contracts team; If not of sufficient size warranty & contracts sit within other teams Customer Service Strategy: responsible for leading the customer service strategy, annual goal setting and action plans for multiple customer service teams Customer Service Metrics: responsible for ensuring monthly tracking and reporting of customer service metrics including: response time, call code analysis, customer location analysis, and quantity of calls analysis Product Modifications: record and analyze customer complaints and needs; partner with Technical Services Manager to share, organize and drive design and engineering changes based on customer calls, needs, and problems Strategic Marketing: record and analyze customer complaints and needs; partner with Market Managers to determine customer needs Compliance & Process: respond to special financial requests and analysis and communicate potential problem areas; conduct financial reviews/analysis as requested Customer Interface: responsible for exceeding expected levels of customer service by ensuring all issues are resolved by agreed upon date; responsible for regular customer interface via customer visits, involvement in Customer Advisory Boards, and other customer events Customer Service Leadership: responsible for the recruitment, selection, and development of customer service team members; responsible for near term performance management process and long-term talent management of team members
Qualifications
Education & Experience Ideal candidate has 8 or more years of experience in Customer Service, with at least 4 or more years of experience in a leadership role Previous work experience ideally includes experience in Customer Service Management 4 year university degree (or international equivalent) required; Ideal candidate has studied Business Administration, or related areas of study Ideal candidate is working towards or has completed a Masters degree (or international equivalent) in Business Administration, or related areas of study preferredSkills & Competencies Possess analytical and technical skills required to understand business practices and recommend proper opportunities Must have functional understanding of cost accounting and adopt to practical application Excellent written, verbal, and interpersonal communication skills for effective interface with all internal and external contacts Must be an innovator and embrace lean enterprises principles and practices
Conditions of Employment
This position is subject to meeting U.S. export compliance and/or U.S. Government contracting citizenship eligibility requirements.
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 Know Your Rights: Workplace Discrimination is Illegal (eeoc.gov) and Genetic Information Discrimination
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.
