Sr. Customer Service Representative - PMD

Parker Hannifin Corporation; MacGregor Park (NC); On-site; USD 60,000 - 85,000; Full time

Job summary

Parker Hannifin Corporation is seeking a Sr Customer Service Rep / Export Customer Service Rep to support order management and customer fulfillment within the PMD Division. The role emphasizes collaboration across manufacturing, quality, engineering, sales, and regulatory teams while managing EDI and export challenges.

Locations include Cary, NC or Erie, PA, with travel up to 10%. You will act as a subject‑matter expert for customer experience tools (Salesforce, Omnex) and represent Parker Lord

Qualifications

• 3–5 years customer service experience in a manufacturing environment.
• Experience managing customer portals, scorecards, forecasting, and cross‑functional contact management.
• Experience with SAP and Salesforce (Service module).
• Knowledge of EDI and customer export processes is a plus.

Responsibilities

• Manage daily customer activities and resolve order management issues.
• Serve as primary contact for quality issues and coordinate with internal teams.
• Build strong relationships with Automotive OEM/Tier 1 customers and cross‑functional partners.
• Oversee OEM/Tier 1 scorecard processes and quarterly reporting.
• Collaborate with IT to support APS/EPM EDI customers and data quality.

Skills

Customer service

Manufacturing experience

Vendor liaison

Cross-functional collaboration

Microsoft Office

Education

Bachelor's degree

Tools

SAP

Salesforce

EDI

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 ("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 WorkplaceIn 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.