Customer Service Rep - Support Team Lead

Parker Hannifin Corporation; Woburn (MA); On-site; USD 30,000 - 51,000; Full time

Benefits offered by this job

Annual Incentive Program

Comprehensive benefits (medical, Rx, -

401(k) with company match

Tuition reimbursement

Paid Time Off and company holidays

Job summary

Parker Hannifin Corporation, based in Woburn, MA, seeks a Customer Service Supervisor to oversee daily workflow, ensuring timely service and high customer satisfaction while aligning with company goals.

You will motivate the team, coordinate with internal departments, and advocate for customer needs, driving fast resolutions and continuous improvement in performance metrics.

Qualifications

• High school diploma or GED required.
• 2+ years' experience in a B2B customer service environment preferred.
• Excellent written and verbal communication skills.
• Ability to work in a fast-paced, multi-task environment.
• Willing to engage in high performing teams.
• Must be a US Citizen or US Permanent Resident.

Responsibilities

• First point of escalation for customer requests/concerns.
• Coordinate with internal departments to resolve customer needs quickly.
• Own customer requests and drive them to completion.
• Manage daily team workload to meet KPI goals.

Skills

Customer service

Team coordination

Communication skills

US Citizenship or PR

Education

High school diploma or GED

Job description

Org Marketing Statement

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, 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.

Position Summary

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.

Responsibilities

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.

Qualifications

Qualifications:

• 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.

Conditions of Employment

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

Pay, Benefits, Work Schedule

Competitive Compensation

• Pay Range: $22.13/hr to $36.88/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.
  

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 Aff… (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.