Position Summary

Position Summary:

Scope/ Supervision and Interaction:

X Has Direct Reports Does Not Have Direct Reports

The Customer Experience Manager is responsible for developing and executing a best-in-class customer experience model tailored for Parker’s customers... This role involves leading a customer service team dedicated to enhancing customer satisfaction and driving sales. The Customer Experience Manager will oversee the customer feedback process, utilizing data to implement continuous improvement initiatives that enhance service, quality, and positively contribute to the divisions goals. By fostering collaboration across cross-functional teams, this position will prioritize service improvements aligned with the Parker WIN Strategy. Additionally, the role requires a commitment to process simplification and resource optimization to improve the departments efficiency and accuracy while the team processes purchase orders and customer inquiries. As the Customer Experience Manager, they will also focus on talent development and team member engagement. Engaging with Parker divisions and monitoring industry trends, the Customer Experience Manager will adapt strategies to evolving spanet conditions, ensuring our service offerings remain competitive and effective.

Responsibilities

• Lead, develop, and execute best in class service model strategy for customers.
• Will partner with Parker field sales, multiple Parker facilities, and various division departments.
• Will need to develop strong relationships with Parker’s Pricing, Sales/Marketing, Information Technology, Supply Chain and Operations leadership and teams. 
• Oversee customer feedback process and utilize customer performance indicator data to drive regular continuous improvements.
• Customer Experience Manager will be included in resolving customer concerns and developing initiative-taking measures to improve sales and customer experience.
• Lead cross functional teams to focus and drive for service improvement priorities to directly influence the division’s Likely to Recommend (LTR) customer ratings. Accountable for achievement of WIN strategy LTR service levels.
• Focus on process improvement through Parker’s High-Performance Teams (HPTs), Kaizens, and existing digital platforms. While ensuring compliance with data protection regulations.
• Implement and train department and division team members on Sales Force, EDI, Order Entry, and other division systems.
• Monitoring and reporting on customers and customer service team’s metrics including, but no limited to LTR, Time to Acknowledge, Time to Respond, electronic order entry and manual errors.
• Assess, develop, and oversee talent to support individual team member’s career goals, while building a successful talent pool to support improving customer performance indicators and the division’s goals.
• Identify and monitor competitors and economic trends, to adapt department’s strategy based on evolving environments.

Qualifications

Required Qualifications: 

• Bachelor’s degree in business, sales, operations/manufacturing, or engineering
• 5 years in sales or customer service experience required.
• 3 years of experience supervising others and leading a team.
• 10 years of industry experience in manufacturing.

Preferred Qualifications:

• Strong leadership skills with ability to influence across the organization.
• Excellent customer service skills required.
• Knowledge and proven experience leading a team in problem solving to make process improvements.
• Excellent presentation and communication skills verbally and written.
• MBA preferred. 

Travel Requirements:5

Parker Hannifin

Parker Hannifin is a Fortune 250 global leader in motion and control technologies and systems. 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.

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.