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Responsible for strategic oversight of all customer service operations within the order management process. Position will interact on a daily basis with customers, production, logistics, and sales staff to effectively meet customer service standards and support the Division’s strategic initiatives. Position will directly report to Division Supply Chain Manager and supervises related customer service personnel.
Key Accountabilities/Essential Functions:
- Lead cross functional teams to focus and drive for service improvement priorities to directly influence the division’s Likely to Recommend (LTR) customer ratings.
- Supervise the daily customer service department workflow to ensure customers are serviced in a satisfying manner and company goals are met.
- Intervene in and directly manage challenging customer situations through research, direct communication, and any other means necessary to resolve outstanding issues.
- Help to meet customer on time delivery as well as financial objectives by ensuring that forecast requirements are visual, analyzing variances and initiate and participate in corrective actions
- Improve customer service quality results by evaluating and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results and implementing changes
- Oversee customer feedback process and utilize feedback to drive regular continuous improvement.
- Conduct breakthrough simplification of processes, roles, and workload using POP tools to optimize resources within team
- Monitors effectiveness of the order entry system and introduces required modifications.
- Engage and network with Parker divisions, other, and monitor competitors for trends and adapt strategy based on evolving environments.
- Be familiar with all the applicable corporate as well as site policies/procedures with regard to conduct, standards and compliance with all applicable regulations
- Participates as representative of customer service unit in various customer events and internal business meetings to include periodical internal / external audits
Qualifications:
- Citizenship: US Citizen or Permanent Resident Alien
- Education: 4 year college degree in business or related discipline
- Experience: Minimum of 5 years experience in a manufacturing environment with supervisory role within customer service
- Strong proficiency in the use of SAP / Oracle or similar ERP systems
- Possess analytical and technical skills required to understand business practices and processes
- Possess advanced computer skills and understand electronic processing
- Excellent written, verbal, and interpersonal communication skills for effective interface with all internal and external contacts
Parker Hannifin