Inside Sales Manager

Parker Hannifin; Richmond (CA); On-site; USD 114,000 - 199,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) with company matching

Career development & tuition

Paid time off

Job summary

Parker Hannifin is seeking an accomplished Division Inside Sales Manager to lead the inside sales and customer service team, driving order management, communication, and escalation handling. You will coordinate with quality, operations, and finance to support quotes, recovery, and customer satisfaction while promoting process discipline and Parker values.

The role requires extensive experience in semiconductor-related products, leadership, and strong ERP/CRM skills.

Qualifications

• Bachelor's degree in business, Supply Chain, Operations, Engineering, or related field; equivalent experience may be considered.
• At least eight years in semiconductor ultra-high-purity components with direct customer interaction.
• Strong knowledge of semiconductor industry, products, and service expectations.
• Understanding of ultra-high-purity products, failure modes, and manufacturing processes.
• Familiarity with export control laws and compliance requirements.
• Minimum five years of proven staff management and leadership experience.
• Experience in inside sales, customer service, order management, or related coordination.
• Proficiency with ERP systems, CRM tools, Microsoft Office, and reporting/dashboard tools.

Responsibilities

• Lead inside sales team focusing on customer order management, service responsiveness, and commercial execution.
• Coach and develop team members to improve professionalism, technical understanding, and relationships.
• Ensure accurate handling of inquiries, order changes, and escalations with standard processes.
• Collaborate across functions to meet sales growth, on-time delivery, and backlog health goals.
• Oversee returns, credits, and warranty processes with cross-functional stakeholders.
• Provide clear updates and action plans to leadership through dashboards and reports.

Skills

Customer relationship management

Cross-functional collaboration

Effective communication

Leadership

Problem solving

ERP systems

CRM tools

Microsoft Office

Education

Bachelor's degree in business, Supply Chain, Operations, Engineering

Tools

ERP systems

CRM tools

Microsoft Office

Dashboard/reporting tools

Job description

Org Marketing Statement

Founded in 1917, Parker Hannifin Corporation is a $19.9 billion global company.

Org Marketing Statement

Founded in 1917, Parker Hannifin Corporation is a $19.9 billion global company. With annual sales of $19.9 billion in fiscal year 2024, 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 43 countries around the world. Parker has increased its annual dividends paid to shareholders for 68 consecutive fiscal years, among the top five longest-running dividend-increase records in the S&P 500 index. Parker's engineering expertise and broad range of core technologies uniquely positions the company to solve some of the world's greatest engineering challenges. By partnering with customers, Parker improves their productivity and profitability and seeks new ways to solve humanity's biggest challenges. Headquartered in Richmond, California, Parker Hannifin's Veriflo Division delivers proven gas and fluid delivery systems and components to customers around the globe. We have the ability to integrate multiple technologies into unique solutions that require the highest levels of precision and performance in cost-effective packages. For semiconductor tool manufacturers, Veriflo offers ultra-high purity stainless steel and fluoropolymer fittings, valves, regulators and manifolds for VMBs, CMBs, tooling modules, wafer cleaning, wet etching and other specialized microelectronics processing applications. This high-tech market is constantly evolving, and Parker offers an extensive portfolio of products to support the demands of cleanliness and surface preparation for every process. Working at Parker is far more than just a job. A career with us means joining a family of more than 61,000 dedicated people from around the globe. At Parker, you'll have the opportunity to grow your career, give back to your community, and make a real impact. Visit us on www.parker.com/veriflo

Position Summary

The Division Inside Sales Manager provides leadership, coaching, and strategic direction to the inside sales and customer service team while serving as an internal escalation point for customer delivery, order status, production recovery, returned material, and satisfaction issues. This role oversees division-level processes related to order management, customer communications, customer returns, escalation management, reporting, and SIOP/customer demand support. The manager works cross-functionally to mitigate customer-related demand issues such as quotes, expedite requests, technical inquires, cross references, open order reports, push-outs and other items as needed.

Responsibilities

Inside Sales Leadership

Lead the division inside sales team in support of customer order management, service responsiveness, and commercial execution. Establish clear priorities, expectations, and accountability for customer communication, order entry accuracy, quote support, and issue resolution. Coach, develop, and guide team members to improve responsiveness, professionalism, technical understanding, and customer relationship management. Ensure customer inquiries, order changes, expedite requests, complaints, and escalations are handled accurately, promptly, and professionally. Promote consistent use of Parker systems, standard work, documentation practices, and customer communication protocols. Support division objectives for sales growth, customer satisfaction, on-time delivery, backlog health, and operational excellence.

Leadership Expectations

Demonstrate calm, disciplined leadership in high-stress customer situations and recovery environments. Serve as the voice of the customer while balancing customer requirements with operational capacity, supply constraints, and business priorities. Build trust with customer leadership through accurate communication, reliable follow-up, and transparent commitments. Provide strategic guidance to internal teams on customer priorities. Address systemic barriers to performance by partnering with functional leaders to identify root causes and implement sustainable improvements. Foster a division-wide, customer-focused culture grounded in accountability, collaboration, continuous improvement, and Parker values.

Customer Returns Oversight

The Division Inside Sales Manager owns or oversees the customer returns process to ensure timely coordination, clear communication, and effective customer satisfaction recovery.

Responsibilities Include

Manage and monitor returned products in coordination with Customer Service, Quality, Operations, Finance, and Sales. Ensure customer return requests are documented, reviewed, approved, and processed according to division procedures and Parker policies. Communicate returned material status to customers, including receipt confirmation, evaluation progress, disposition, replacement status, credit status, and closure. Coordinate warranty, credit, repair, replacement, with appropriate internal stakeholders. Partner with Quality and Operations to support root cause investigation and corrective action follow-up for returned products. Monitor return trends, recurring failure modes, customer concerns, and process gaps that may affect customer satisfaction or division performance. Escalate significant return issues that may impact customer production, contractual commitments, financial exposure, or Parker credibility. Support customer satisfaction recovery through timely updates, clear ownership, and coordinated corrective action.

Cross-Functional Coordination

Collaborate with Parker support functions, division leadership, suppliers, and customer-facing teams to resolve service, delivery, return, and recovery issues. Coordinate with Operations and Planning to understand production status, constraints, schedule impacts, and shipment timing. Work with Supply Chain to understand material shortages, supplier delinquencies, and supply recovery actions in order to communicate updates to customers. Work with Quality and Engineering to support returned material evaluations, corrective actions, rework requirements, and technical customer responses. Align with Finance on credits, debits, warranty claims, replacement orders, and financial exposure related to customer returns or service failures. Support Sales and Account Managers with customer communication, leadership reviews, and account recovery strategies.

Customer Escalation Management

Serve as the internal escalation point for customer calls, interactions, delivery concerns, returned material issues, and leadership reviews. Provide timely, accurate, and actionable updates regarding production status, schedule impacts, shipping information, backlog recovery, and RMA disposition. Mitigate escalations through proactive communication, structured follow-up, and clear ownership of action items. Convey recovery plans to customers in a professional, credible, and fact-based manner. Participate in customer factory visits focused on delivery performance, open order reports, customer satisfaction, and corrective action progress. Build and maintain trust with customers by ensuring commitments are realistic, documented, and actively managed.

SIOP and Customer Demand Support

Participate in planning and Sales, Inventory, and Operations Planning processes by providing voice of customer, order trend insights, escalation priorities. Help balance demand with supply by identifying customer-critical needs and supporting prioritization decisions in constrained or past due environments. Partner with Sales, Planning, and Operations to review demand changes, forecast impacts, capacity constraints, and recovery requirements. Provide customer and backlog intelligence to support production planning, resource allocation, and delivery improvement actions. Identify customer order changes that may affect division performance.

Reporting, Metrics, and Documentation

Guide the preparation of reports, presentations, charts, dashboards, and documentation related to customer service, delivery performance, returns, and escalations. Ensure leadership reviews and customer updates are supported by accurate data, clear action plans, and documented owners. Use metrics to identify systemic issues, drive corrective action, and improve service performance.

Monitor And Report Key Performance Indicators Such As

TTA and TTR (customer inquiry time to acknowledge, time to resolve) OTP and OTR (delivery on-time to promise, on-time to request date) Past due backlog value and line count Recovery plan milestone completion Customer escalation aging and closure Return trends Credit/replacement processing time Customer satisfaction and service responsiveness

Qualifications

Required:

• Bachelor's degree in business, Supply Chain, Operations, Engineering, or a related field; equivalent work experience in semiconductor or related industry may be considered.
• Minimum of eight years of related semiconductor ultra-high purity component experience, including direct customer interaction and a proven record of customer responsiveness and problem-solving.
• Demonstrated semiconductor industry knowledge, including ultra-high purity applications, customer base, operating requirements, and service expectations.
• Strong understanding of ultra-high purity products, failure modes, and manufacturing processes for gas and chemical components.
• Knowledge of export control laws, regulations, and compliance requirements applicable to customer, product, and order management activities.
• Minimum of five years of proven success in staff management, leadership, coaching, and team development.
• Demonstrated experience in inside sales, customer service, order management, operations support, or supply chain coordination.
• Strong understanding of customer order fulfillment, backlog management, delivery performance, and escalation processes.
• Experience coordinating cross-functionally with operations, planning, supply chain, quality, finance, sales, and customer service.
• Ability to manage complex customer issues, competing priorities, and high-pressure delivery recovery situations.
• Excellent verbal, written, and interpersonal communication skills, including the ability to write clearly and concisely and to present recovery plans, status updates, and performance data to internal and external stakeholders.
• Ability to work effectively as a participative team player across functions, organizational levels, and customer-facing environments.
• Proficiency with ERP systems, CRM tools, Microsoft Office, and reporting or dashboard tools.

Preferred Skills And Experience

• Experience in a manufacturing environment related to semiconductor industry.
• Knowledge of Parker-Hannifin products, systems, customers, and division operating processes.
• Experience with returns processing, warranty administration, customer returns, corrective action systems, or quality documentation.
• Familiarity with SIOP, demand planning, production scheduling, supplier recovery, and inventory management.
• Experience leading backlog recovery initiatives or customer delivery improvement plans.
• Strong analytical capability with experience interpreting delivery, backlog, return, and customer service metrics.
• Ability to influence without direct authority across functions and organizational levels.
• Demonstrated ability to restore customer confidence through disciplined execution, credible communication, and sustained follow-through.

Competitive Compensation

Pay, Benefits, Work Schedule

• Pay Range: $113680 to $199055 annually
• 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

Parker is an Equal Opportunity and Afformative 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.