Org Marketing Statement
At Parker Aerospace, we develop technologies and innovative solutions that enable reliable, efficient and increasingly sustainable flight for the lifecycle of the aircraft, including aftermarket support. Our passionate people with deep engineering expertise, together with our breadth of differentiated technologies, ensure that we make the extraordinary happen and continue to shape the future of aviation in partnership with our customers.
As a member of our team, you are instrumental in fulfilling our mission: 'Enabling Engineering Breakthroughs that Lead to a Better Tomorrow.' Pursuing a career at Parker presents unlimited opportunities for both professional and personal development. Working with some of the most brilliant minds in the industry, your contributions will be pivotal in developing innovative technologies and products, significantly contributing to Parker’s goal of addressing the world’s most pressing engineering challenges. At Parker, our team members belong, matter and make a difference.
Position Summary
The Customer Service Manager manages daily activities and standard work of direct reports in order to achieve targets, while delivering exceptional Customer Experience. This role will have direct reports.
Job Responsibilities
Owns the Order Management process
Represents the Team at internal meetings as necessary and provides reports to wider management as required.
Ensures all orders are loaded same day, manages the gaps if they cannot be, ensures status reports are sent to customers in a cadenced fashion and is the first level for Customer escalations.
Reports on order metrics, opportunities and overall performance.
Develops as an SME (Subject Matter Expert) for all systems used, in order to carry-out all daily requirements, Quantum, SAP, Salesforce, Aeroxchange etc. Works with the wider teams to resolve customer issues, identifies areas for improvement and becomes an active solutions-provider.
Participates in special projects as needed.
Resolves customer concerns and complaints.
Manages the administration for a portfolio of customers, including but not limited to, P.O Review, Order Entry, Expedites, RMAs, Credits, Rebills, etc.
Manages the interactions with all internal and regional departments to ensure Customer Experience (CX) standards are achieved.
Qualifications
- Bachelor degree
- 8+ years of experience, preferably within an aerospace sales environment
- Able to work in a fast-paced, entrepreneurial environment & multi-task with shifting priorities.
- Able to work independently, but part of a team spread out across the Americas.
- Excellent sales, communication, organizational, time-management, team-building, leadership, analytical, interpersonal and presentation skills.
- Customer Service orientation & focus, assertiveness, ability to analyze, think critically and problem-solve quickly, with a high degree of attention to detail.
- Team-player personality, flexible and extremely open-minded.
- Able to communicate with a variety of personality types and all levels of an organization.
- Strong computer skills in Word, Excel, PowerPoint, Outlook, Quantum, SAP, Salesforce, Aeroxchange, etc.
- Knowledge of contractual regulation, negotiation, logistics, export & trade compliance.
- Natural leader with a strong sense of urgency, foresight and a commitment to continuous improvement.
- Able to meet multiple, sometimes conflicting deadlines.
- Able to deal with demanding customers and employees in an effective manner.
- Stress-tolerant in a very fast paced, results-oriented manufacturing environment.
- Ability to gather data, compile information, and prepare reports
- Ability to influence stakeholders
- Track record of building and maintaining customer/client relationships
- Conflict management skills
- Ability to develop strategic plans to grow the business
Come join the Parker Aerospace Team! Our competitive package includes:
Competitive Compensation
- Participation in Annual Incentive Program
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 13 Company-Paid Holidays.
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.
This position is subject to meeting U.S. export compliance and/or U.S. Government contracting citizenship eligibility requirements.
Equal Employment Opportunity
Parker is an Equal Opportunity and Affirmative 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
