Sr. Customer Service Representative - PMD

Parker Hannifin; Cary (NC); On-site; USD 65,000 - 90,000; Full time

Job summary

Parker Hannifin is seeking a Sr PMD Customer Service Rep / Export Customer Service Rep to serve as the liaison between customers and internal teams for order management and fulfillment. You will manage customer portals, scorecards, and EDI feeds, working closely with SAP, Salesforce, and BI tools to resolve issues and drive improvements.

Responsibilities include handling daily customer activities, coordinating with manufacturing, quality, and engineering, and supporting export and OEM Tier 1

Qualifications

• 3-5 years customer service experience with minimum of 2 years in manufacturing industry.
• Experience managing customer portals, including but not limited to customer scorecards, forecasting, contact management, dispute resolution, and serving as the main point of contact for cross-functional teams
• Experience with Salesforce (Service module)

Responsibilities

• Manage daily customer activities and resolve order management issues effectively.
• Serve as the primary point of contact for quality issues, acting as a liaison between the customer and internal quality teams, and assist in performing RCCAs as needed.
• Cultivate customer relationships and collaborate with the commercial team, focusing on Automotive OEM and Tier 1 customers.
• Establish and maintain a close relationship between Manufacturing, GTC, Regulatory, Quality, Engineering, Sales and the customer.
• Exercise sound judgment using established procedures when interacting with customers.
• Manage OEM/Tier 1 scorecard process including but not limited to sharing of best practices, audits, quarterly reporting.
• Partner with IT to manage support/testing of all APS/EPM EDI customers.
• Manage incoming EDI feeds to ensure data meets agreed-upon parameters.
• Develop solutions to complex export concerns and manage to successful resolution.
• Represent the Parker Lord brand in all communications, both internally and externally.
• Identify, develop, and participate in process improvement initiatives.
• Serve as a backup participant for customer and certification audits as needed.
• As a subject matter expert in customer experience tools (e.g., Salesforce, Omnex), share specialized knowledge through training and documentation with team members and cross-functional teams.
• Responsible for managing customer portals
• Primary point of contact for managing customer scorecards in accordance with the approved Parker Lord guidelines.
• Capacity to manage multiple projects simultaneously, demonstrating effective project management, organization, and planning skills.
• Ability to work collaboratively in a team environment while fostering strong customer relationships.
• Ability to work independently.
• Skill in building and nurturing customer relationships, translating customer requirements, and identifying and quantifying the value of collaborative solutions.
• Capacity to remain calm, positive, helpful, and optimistic in a fast-paced, sometimes stressful environment.
• Proficiency in computer applications, particularly Microsoft products, with the ability to quickly learn new software.
• Willingness to travel up to 10%.

Skills

Customer service

Cross-functional collaboration

Relationship management

Education

Bachelor’s degree in business management or similar

Tools

SAP

Salesforce Service Module

Job description

Position Summary

The PMD Sr Customer Service Rep / Export Customer Service Rep is a key role within the Customer Excellence team. This position serves as the liaison between Parker Lord and its customers for order management and fulfillment. This position is responsible for managing customer-to-market rules and options based on customer segmentation. The role establishes and nurtures strong cross-functional relationships both within Parker Lord and with customers. Additionally, the role handles order inquiries related to existing sales, identifies opportunities, and supports the launch of new projects/ programs. This role focuses either on EDI / OEM Tier 1 support and/or Export support for the PMD Division. This position can be located in either Cary, NC or Erie, PA.

Responsibilities

• Manage daily customer activities and resolve order management issues effectively.
• Serve as the primary point of contact for quality issues, acting as a liaison between the customer and internal quality teams, and assist in performing RCCAs as needed.
• Cultivate customer relationships and collaborate with the commercial team, focusing on Automotive OEM and Tier 1 customers.
• Establish and maintain a close relationship between Manufacturing, GTC, Regulatory, Quality, Engineering, Sales and the customer.
• Exercise sound judgment using established procedures when interacting with customers. The ability to act with minimal supervision enables the incumbent to guide and direct customers toward desired outcomes.
• Manage OEM/Tier 1 scorecard process including but not limited to sharing of best practices, audits, quarterly reporting.
• Partner with IT to manage support/testing of all APS/EPM EDI customers.
• Manage incoming EDI feeds to ensure data meets agreed-upon parameters.
• Develop solutions to complex export concerns and manage to successful resolution.
• Represent the Parker Lord brand in all communications, both internally and externally.
• Identify, develop, and participate in process improvement initiatives.
• Serve as a backup participant for customer and certification audits as needed, acting as a subject matter expert on Customer Service processes related to order management and scorecard processes.
• As a subject matter expert in customer experience tools (e.g., Salesforce, Omnex), share specialized knowledge through training and documentation with team members and cross-functional teams.
• Responsible for managing customer portals
• Primary point of contact for managing customer scorecards in accordance with the approved Parker Lord guidelines.
• Capacity to manage multiple projects simultaneously, demonstrating effective project management, organization, and planning skills.
• Ability to work collaboratively in a team environment while fostering strong customer relationships.
• Ability to work independently.
• Skill in building and nurturing customer relationships, translating customer requirements, and identifying and quantifying the value of collaborative solutions.
• Capacity to remain calm, positive, helpful, and optimistic in a fast-paced, sometimes stressful environment.
• Proficiency in computer applications, particularly Microsoft products, with the ability to quickly learn new software.
• Willingness to travel up to 10%.

Qualifications

Required

• 3-5 years customer service experience with minimum of 2 years in manufacturing industry.
• Prior customer facing experience.
• SAP and Business Intelligence experience.
• Experience managing customer portals, including but not limited to customer scorecards, forecasting, contact management, dispute resolution, and serving as the main point of contact for cross-functional teams
• Experience with Salesforce (Service module)

Preferred

• Knowledge of Parker Lord Corporation’s product lines.
• EDI experience
• Ability to analyze customer requests and follow through accordingly.
• Prior export customer service experience

Education Qualifications

• Bachelor’s degree in business management, communication or similar discipline.

Language Qualifications

• English
• Additional languages are helpful but not required

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

Parker is an Equal Opportunity and Affitative 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.