CUSTOMER EXPERIENCE REP II

Parker; Austin (TX); On-site; USD 34,000 - 36,000; Full time

Benefits offered by this job

Competitive compensation

Annual incentive program

Comprehensive medical/dental/vision

401(k) with company match

Tuition reimbursement

Paid time off & holidays

Job summary

Parker Hannifin is seeking a dedicated Customer Experience professional to serve as the primary back-up for all PSC accounts. You will ensure timely order processing, accurate quoting, and exceptional customer service across distribution channels.

You will collaborate with internal teams and channel partners to meet customer needs and drive operational excellence. Responsibilities include handling order changes, providing pricing, maintaining account instructions, and proactive customer

Qualifications

• Experience with ERP or CRM systems is highly desirable.
• Read/write/speak English fluently.
• Excellent organizational skills with the ability to manage multiple tasks in a fast-paced environment.
• Proactive problem solving and decision-making skills.

Responsibilities

• Back-up for all PSC accounts; ensure timely order processing, accurate quoting and exceptional customer service.
• Manage assigned customer accounts across distribution channels with accurate order processing.
• Answer inquiries on order status and provide timely updates and solutions.
• Collaborate with internal teams to provide pricing and quotes.
• Maintain up-to-date account instructions and communicate changes to customers.

Skills

Customer service

Organizational skills

Problem solving

Team player

Microsoft Office

CRM/ERP systems

English fluency

Education

College degree preferred

Tools

Salesforce

ERP systems

CRM knowledge

Job description

Position Summary

Position Summary:
Serves as the primary back-up for all accounts serviced by the PSC. Plays a critical role in ensuring that the PSC provides timely order processing, accurate quoting, and delivering exceptional customer service to support the overall customer experience. This role requires the ability to work effectively with all customers, understanding each customer’s unique needs. This role requires close collaboration with internal teams, divisions, field sales, and channel partners to meet customer needs and drive operational excellence.

Responsibilities

Essential Functions:

• Demonstrate flexibility daily regarding tasks required to assist the business
• Manages assigned customer accounts within designated distribution channels, ensuring all orders are processed efficiently and accurately
• Actively responds to customer inquiries regarding order status, providing timely updates and solutions to enhance customer satisfaction
• Participating in meetings and customer cadences, as needed, to establish and develop strong relationships with key OEM contacts to foster collaboration and ensure alignment with their needs
• Accurately processes and adjusts orders to meet customer requirements
• Works with internal teams and/or divisions to provide accurate pricing and quotes
• Ensures that Account Instructions remain up to date (Dozuki)
• Communicates proactively with customers and internal teams via phone, email, and provide updates to resolve inquiries, and handle order changes or special requests.
• Collaborates closely with internal teams, distribution centers and division to address customer needs and facilitate solutions.
• Supports continuous improvement initiatives aimed at enhancing workflow efficiency, customer satisfaction, and internal process effectiveness.
• Maintains a professional and customer-centric approach, fostering strong relationships within distribution channels and assigned accounts.
• Assists other Customer Experience reps and departments as required.

Account Assignments

• Manages a portfolio of assigned accounts across distribution channels.
• Serves as the primary back-up for all accounts serviced by the PSC’s, jumping in to provide coverage as needed.
• Develops a thorough understanding of the unique requirements and business dynamics of each distribution channel to tailor customer service and support.
• Monitors order flow and customer satisfaction within assigned accounts, identifying opportunities to improve service delivery and operational processes.
• Monitors and manages open orders closely to identify potential issues, taking necessary actions to prevent escalations.
• Access and manage Customer Portals
• Daily management of EDI Errors and Incomplete Orders

Qualifications

Parker considers this position safety-sensitive and therefore pre-employment testing for cannabis will be required as a condition of hire. See drug test section of job posting for more information.

Education and/or Experience:

• College degree is preferred; equivalent professional experience will also be considered.

Qualifications:

• Passion for Customer Service and providing premier customer experience.
• Professional, "here to help" attitude and a committed team player.
• Excellent organizational skills with the ability to prioritize and manage multiple tasks in a fast-paced environment.
• Proactive problem solving and decision-making skills.
• Self-manager and motivator.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
• Experience with ERP or CRM systems (e.g., Seibel, MSS, Salesforce) is highly desirable.
• Ability to thrive under pressure while maintaining attention to detail and quality.
• Ability to thrive in a fast-paced environment.
• Read/write/speak English fluently.

Physical Demands:
Customer experience representatives often spend extended periods sitting at desk or workstation while managing calls, emails, or chats. Stand-up workstations are available on request.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Additional Information:
The essential functions have been provided as an example of the type of work performed by employees assigned to this job classification. The company reserves the right to modify the work assignments and/or to make reasonable accommodation so that qualified employees can perform the essential functions. The job description is not intended to be an inclusive list of duties and responsibilities. It is intended to describe the general nature of the position.

Closing Statement

Competitive Compensation

• Pay Range: $25.00/hourly to $26.00/hourly
• Participation in Annual Incentive Program

Benefit & Retirement Plans

• 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 13 Company-Paid Holidays.

Parker is committed to providing team members an Empowered, Inclusive and Values driven work environment that encourages learning and personal growth.

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.

With empowered team members in more than 40 countries, Parker serves customers across aerospace & defense, energy, HVAC & refrigeration, in-plant & industrial equipment, off-highway and transportation.

Our scale is global, but our purpose is personal. We enable breakthroughs that improve lives, strengthen communities and create a brighter future.

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.

By combining deep expertise with an entrepreneurial spirit, we help customers succeed in markets that demand performance, reliability, and sustainability.

As we look to the future, Parker is advancing initiatives in energy efficiency and sustainability while developing the next generation of talent and leaders to engineer a better tomorrow.

Equal Employment Opportunity

Additional Comments:

The essential functions have been provided as example of the type of work performed by employees assigned to this job classification. The company reserves the right to modify the work assignments and/or to make reasonable accommodations so that qualified employees can perform the essential functions. The job description is not intended to be an inclusive list of duties and responsibilities. It is intended to describe the general nature of the position.

Parker is an Equal Opportunity and Affimative 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 Tests

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.