Customer Experience Manager

Location : ERIE, PA, United States

Job Family : Customer Service

Job Type : Regular

Posted : Jun 11, 2024

Job ID : 49104

Back to Search Results

Job Description

Apply Now >

Save JobJob Saved

Leads the Aerospace & Defense Inside Sales Team (formerly Customer Service) responsible for all aspects of Order Entry, Return Management, ongoing Order management in collaboration with internal functions and the Sales team, and overall transactional Customer Experience metrics. Manages a team of direct reports based in North America and dotted line reports in EMEA and APAC.

• Leadership role responsible for continuous improvement in processes and metrics associated with Customer Experience (TTA/TTR; Transactional LTR; CES)

• Lead, develop, and execute best-in-class customer service model strategy for Premier and Select customers

• Assess, develop, and manage talent to support the needs of the business

• Conduct monthly analysis on team performance metrics, including Order Entry Accuracy and Cycle Time, and deliver comprehensive reports to support functions for strategic alignment with monthly objectives

• Attend internal and external meetings, as appropriate, to support team objectives

• Triage 24-hour AOG support calls and effectively coordinate with manufacturing plant to expedite parts and minimize aircraft downtime

• Oversee customer feedback process and utilize feedback to drive regular continuous improvement

• Accountable for achievement of WIN strategy LTR service levels

• Foster a team environment of innovation, collaboration, and continuous improvement

• Perform as a back-up for Inside Sales Representatives as needed to maintain high levels of customer coverage

• Ability to develop and lead a high-performing team

• Superior customer relationship skills, including managing complex issues or escalated customer complaints

• Excellent business judgement, reasoning, and problem-solving skills

• Excellent oral and written communication skills

• Ability to manage multiple projects simultaneously in a fast paced & dynamic environment

• Ability to stay calm, positive, helpful and optimistic in stressful situations and exemplify the Parker brand

Required:

• Five to eight years of experience in customer-facing roles or functional areas that support the customer experience

• Thorough knowledge and understanding of the Inside Sales function

• Demonstrated success in working with cross-functional teams

• Must be meticulous with details, highly organized and data-driven

• Demonstrated strong project management skills

• Excellent interpersonal communication and facilitation skills with ability to influence others

• Ability to effectively communicate and present status, actions, recommendations, and other information with clarity and precision; ensures the team’s comprehension of such guidance and the team’s alignment

• Strong computer skills including SAP and Microsoft products, and the ability to quickly learn new applications

• Occasional travel (up to 15%)

• B.A. degree or equivalent

Preferred:

• Three to five years of direct people-management experience

• Knowledge of NVH product lines and markets

• MBA or equivalent

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.

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 toKnow Your Rights: Workplace Discrimination is Illegal (eeoc.gov) (https://www.dol.gov/sites/dolgov/files/OFCCP/regs/compliance/posters/pdf/22-088_EEOC_KnowYourRights-ScreenRdr.pdf) andGenetic Information Discrimination (https://www.eeoc.gov/genetic-information-discrimination)

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.