Position Summary

The APS/EPM Senior Customer Service Representative plays a vital role within the Customer Excellence team. This position acts as the liaison between Parker Lord and its customers, managing order processing and fulfillment. It is responsible for overseeing customer-to-spanet rules and options based on customer segmentation. The role fosters strong cross-functional relationships both internally within Parker Lord and externally with customers. Additionally, it manages order inquiries related to existing sales, identifies new opportunities, and supports the launch of new projects and programs. This position specializes in either EDI/OEM Tier 1 support and/or Export support for the APS/EPM divisions.

Responsibilities

• Manage daily customer activities and resolve order management issues effectively.
• Serve as the primary point of contact for quality issues, acting as a liaison between the customer and internal quality teams, and assist in performing RCCAs as needed.
• Cultivate customer relationships and collaborate with the commercial team, focusing on Automotive OEM and Tier 1 customers.
• Establish and maintain a close relationship between Manufacturing, GTC, Regulatory, Quality, Engineering, Sales and the customer.
• Exercise sound judgment using established procedures when interacting with customers. The ability to act with minimal supervision enables the incumbent to guide and direct customers toward desired outcomes.
• Manage OEM/Tier 1 scorecard process including but not limited to sharing of best practices, audits, quarterly reporting.
• Partner with IT to manage support/testing of all APS/EPM EDI customers. 
• Manage incoming EDI feeds to ensure data meets agreed-upon parameters.
• Develop solutions to complex export concerns and manage to successful resolution. 
• Serve as the lead liaison between Parker Lord, its subsidiaries, and international customers, managing export order processing, fulfillment, and after-sales support inquiries
• Knowledge of U.S. laws and country-specific export regulations
• Represent the Parker Lord brand in all communications, both internally and externally.
• Identify, develop, and participate in process improvement initiatives.
• Serve as a backup participant for customer and certification audits as needed, acting as a subject matter expert on Customer Service processes related to order management and scorecard processes.
• As a subject matter expert in customer experience tools (e.g., Salesforce, Omnex), share specialized knowledge through training and documentation with team members and cross-functional teams.
• Responsible for managing customer portals
• Primary point of contact for managing customer scorecards in accordance with the approved Parker Lord guidelines.

Qualifications

Required Competencies:

• Excellent interpersonal and communication skills, including proficiency in telephone and email communication.
• Strong analytical, problem-solving, time management, and leadership abilities.
• Capacity to manage multiple projects simultaneously, demonstrating effective project management, organization, and planning skills.
• Ability to work collaboratively in a team environment while fostering strong customer relationships.
• Ability to work independently.
• Skill in building and nurturing customer relationships, translating customer requirements, and identifying and quantifying the value of collaborative solutions.
• Capacity to remain calm, positive, helpful, and optimistic in a fast-paced, sometimes stressful environment.
• Proficiency in computer applications, particularly Microsoft products, with the ability to quickly learn new software.
• Willingness to travel up to 10.

Required Experience:

• 3-5 years customer service experience with minimum of 2 years in manufacturing industry. 
• Prior customer facing experience. 
• SAP and Business Intelligence experience. 
• Experience managing customer portals, including but not limited to customer scorecards, forecasting, contact management, dispute resolution, and serving as the main point of contact for cross-functional teams
• Experience with Salesforce (Service module)

Preferred Experience:

• Knowledge of Parker Lord Corporation’s product lines. 
• EDI experience
• Ability to analyze customer requests and follow through accordingly. 
• Prior export customer service experience 

Required Education:

• Bachelors degree in Business Management, Communication or similar discipline.

Must be fluent in English, both written and spoken. 

Additional languages are helpful but not required.

Conditions of Employment

This position is subject to meeting U.S. export compliance and/or U.S. Government contracting citizenship eligibility requirements.

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.