Customer Service Rep - Support Team Lead

Parker Hannifin, a Fortune 250 company, is solving the world's greatest engineering challenges and driving the future of electronics technology. Parker Chomerics is part of a world leader in the development and manufacture of high-quality products that enable engineering breakthroughs for a cleaner and more sustainable world, including thermal interface materials, EMI shielding solutions, electrical grounding products, and conductive and non-conductive injection molded plastics.

Building on 100 years in business, we strive to balance evolving our business while strengthening the communities we operate in and prioritizing our employees' well-being. We are committed to maintaining an inclusive, caring, and friendly work environment, and we support career advancement through continued education, skill development, and regional and global advancement opportunities. If you're looking for a fast-paced, collaborative environment where you can be at the cutting edge of engineering solutions, we can't wait to meet you.

Supervises the team's daily workflow to ensure established processes are being followed and customers are being serviced in a satisfying manner while company goals are being met. Motivates the team to continually improve the speed and quality of our responses to drive the Customer Experience. Works closely with the team and the internal organization to ensure the prompt and efficient issue resolution. Interprets and communicates customer requests, monitors performance and delivery, and advocates for customer needs.

In addition to standard Quoting/Inside Sales Representative responsibilities:

• First point of escalation for customer requests/concerns.

  • Coordinates with other internal departments to drive a fast resolution to customer needs.

  • Takes ownership of customer requests and drives them to completion.

• Manages daily team workload toward achieving team KPI goals.

  • Service Requests - number of service requests, acknowledgement and response time.

  • Order entry volume.

  • Price variance reporting.

• Coordinates appropriate coverage for the team relating to Vacation/Time Off.

• Maintains Standard Work by performing weekly team audit and semi-annual audit (processes).

• Arrange for continuous training of the team.

• Other responsibilities as assigned.

* High school diploma or GED required.
* 2+ years' experience in a business to business (B2B) customer service environment preferred.
* Comfortable sharing & implementing ideas for improvement and willing to engage in high performing teams.
* Must demonstrate excellent communication skills (both written and verbal).
* Ability to work in a fast-paced, multi-task environment.
* Ability to learn and function with multiple software related skills.
* Strong work ethic with a continuous sense of urgency.
* Must be a US Citizen or US Permanent Resident.

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

Competitive Compensation

• Pay Range: $21.69/hr to $36.15/hr
• Participation in Annual Incentive Program

Benefit & Retirement Plans

Parker offers competitive benefit programs, including:

• Comprehensive coverage for medical, prescription drugs, dental, vision, voluntary optional life, accident insurance, hospital indemnity insurance and critical illness insurance with competitive premium cost.
• 401(k) Plan with company matching contributions at 100% of the first 5% of pay.
• Company provided defined-contribution retirement plan with annual contribution equal to 3% of pay.
• Career development and tuition reimbursement.
• Other benefits including paid parental leave, short and long-term disability programs, adoption assistance, a Care.com membership and financial planning assistance are provided at no cost to you.
• Supplemental benefit programs including identity protection, legal protection, and pet wellness are available at competitive rates.
• Paid Time Off and Company-Paid Holidays.
  

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

Drug-Free Workplace
In 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.