Customer Service Manager

About the Role

Responsible for strategic management of all division customer service operations, including sales administration, technical assistance, returns, and support of the division strategic pricing initiative.

Responsibilities

• Achieve customer service objectives by contributing information and recommendations to strategic plans and reviews.
• Prepare and complete action plans, productivity, quality, and customer service standards.
• Resolve problems, complete audits, and identify customer service trends.
• Determine system improvements and implement change.
• Ensure customer on-time delivery and financial objectives by analyzing forecast requirements, variances, and initiating corrective actions.
• Determine customer service requirements by maintaining contact with customers, coordinating surveys, and benchmarking best practices.
• Improve customer service quality by studying, evaluating, and re-designing processes, establishing service metrics, monitoring results, and implementing changes.
• Collaborate with business unit managers, division field sales, marketing personnel, and cross-functional teams.
• Identify, maintain, and develop e-business opportunities and PHConnect.
• Maintain customer master data (where applicable).
• Promote, coach, and train on "I am Parker" and customer experience initiatives to uphold high service standards.

Requirements

• Bachelor’s Degree in Business or Supply Chain.
• Some travel as required.
• Strong multitasking ability with keen attention to detail.
• Excellent communication and interpersonal skills, with the ability to make decisions.

Pay

Pay Range: $106,490 to $177,635 annually. Participation in Annual Incentive Program.

Benefits

• Comprehensive medical, prescription drug, dental, and vision coverage with competitive premiums.
• Voluntary benefits including optional life, accident, hospital indemnity, and critical illness insurance.
• 401(k) Plan with 100% company matching on the first 5% of pay.
• Company-provided defined-contribution retirement plan with an annual contribution equal to 3% of pay.
• Career development and tuition reimbursement.
• Paid parental leave, short- and long-term disability programs, and adoption assistance at no cost.
• Care.com membership and financial planning assistance.
• Supplemental benefits such as identity protection, legal protection, and pet wellness at competitive rates.
• Paid Time Off and company-paid holidays.