Job Description

With annual sales of $14.3 billion in fiscal year 2019, Parker Hannifin is the world's leading diversified manufacturer of motion and control technologies and systems, providing precision-engineered solutions for a wide variety of mobile, industrial and aerospace markets. The company has operations in 50 countries around the world. Parker has increased its annual dividends paid to shareholders for 63 consecutive fiscal years, among the top five longest-running dividend-increase records in the S&P 500 index.

Responsible for strategic management of all division customer service operations. This Customer Service Team supports multiple divisions and locations, many of them being key customers to the company. The positions will be responsible for overall management of sales administration. The role will have direct reports with a scope of Customer Service, Technical Sales and Returned Goods functions.

--Lead, develop, and execute best in class service model strategy for premier customers in the areas of applications and customer service. --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 studying, evaluating and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results and implementing changes --Drive best in class speed and quality in application development to improve conversion rate to 50%+ --Oversee customer feedback process and utilize feedback to drive regular continuous improvement. Lead cross functional teams to focus and drive for service improvement priorities to directly influence the divisions Likely to Recommend (LTR) customer ratings. Accountable for achievement of WIN strategy LTR service levels. --Conduct breakthrough simplification of processes, roles, and workload using POP tools to optimize resources within team --Work closely with business unit managers, division field sales and marketing team members as well as cross functional areas of the business --Assess, develop, and manage talent to support the needs of the business. --Develop and lead segmented customer service team by premier and select. Best is class service for premier, market matching service for select, while reducing cost to serve for select. --Develop and maintain commercial processes across a designated segment of the organization. --Engage and network with Parker divisions, other, and monitor competitors for trends. Adapt strategy based on evolving environments.

--Bachelors degree in Engineering --MBA preferred --B2B Customer Service experience required --Global sales or customer service experience preferred --8- 10 years engineering experience, leading an applications engineering team preferred --Proven experience driving positive customer experience --Experience with LTR or Promoter Scores systems --Strong leadership skills with ability to influence across the organization --Experience implementing Best in Class processes and systems to ensure that we meet or exceed our customers expectations --Excellent customer service skills required --Knowledge and proven experience leading a team to make process improvements --Experience implementing effective evaluation methods of current team effectiveness

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. U.S. Citizenship/Permanent Resident is required for most positions. (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 http://www.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf and http://www1.eeoc.gov/employers/upload/eeoc_gina_supplement.pdf