Customer Experience Manager

Parker Hannifin

Parker Hannifin is a Fortune 250 global leader in motion and control technologies. For more than a century, we’ve enabled engineering breakthroughs that make energy cleaner, transportation safer, medical treatments more effective, and manufacturing more efficient.

Our Purpose — Enabling Engineering Breakthroughs that Lead to a Better Tomorrow — comes to life through our people-first culture where teamwork drives performance, inclusion fuels innovation and growth is encouraged. This environment fosters collaboration and empowers team members from engineering and manufacturing to finance, supply chain, human resources, information technology and beyond.

Summary

The Customer Experience Manager is responsible for strategic management of Divisional customer service operations within the order management process. Position will interact daily with customers, production, logistics, and sales staff to effectively meet customer service standards and support the Division’s strategic initiatives.

Essential Functions

• Lead, develop, and execute best in class service model strategy for premier customers in the areas of applications and customer service.
• 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.
• 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
• 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.
  
  

Qualifications

• Bachelor’s degree required, Engineering degree preferred
• 5+ years of Customer facing global sales or customer service experience required
• Experience with channel management
• Experience in improving the customer's digital experience
• Engineering experience in leading an Applications Engineering team preferred
• Proven experience driving positive customer experience
• Strong leadership skills with ability to influence across the organization
• Excellent customer service skills required
• Knowledge and proven experience leading a team to make process improvements
  
  

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 Employees & Job Applicants | U.S. Equal Employment Opportunity Commission