Division Customer Service Manager

Parker Hannifin - Waterville, OH

Full-time - Mid Level

Waterville, OH

101-250 employees

Machinery Manufacturing

About the position

The Customer Service Manager at Parker Hannifin will lead a professional organization focused on enhancing customer service operations across multiple locations. This role emphasizes ownership of customer issues, effective communication with OEM and Distributor partners, and continuous improvement of the customer experience through process and systems enhancements. The manager will oversee a team of approximately five direct reports, driving metrics-based performance and team development through coaching and training.

Responsibilities

• Develop a professional organization that takes ownership of customer issues and ensures timely communication.
• Manage customer service operations across multiple locations, including quote, order management, and returns processes.
• Establish team objectives and deploy strategies to improve customer experience.
• Analyze customer service trends and implement corrective actions.
• Enhance communication systems for consistent customer experience via various channels.
• Build relationships with customers, divisions, and sales account management.
• Review forecasts and stocking positions to meet customer delivery and financial objectives.
• Own the PSC Network ‘Likely to Recommend' program and coordinate actions across functions.
• Manage the annual budget and establish operating metrics for the customer service team.

Requirements

• BS in Supply Chain or equivalent work experience.
• Minimum of 3 years in customer service operations with direct report responsibility.
• Strong analytical skills to review data and identify trends.
• Knowledge of Parker Division nomenclature and pricing programs is desirable.
• Proficient in Microsoft suite and Lotus Notes; preferred knowledge of Division order entry systems.
• Effective communication skills, both written and verbal.
• Interpersonal skills to develop a high-performing team.
• Ability to influence cross-functionally and advocate for customers.

Nice-to-haves

• Experience in a leadership role within customer service operations.
• Familiarity with data analytics tools to drive performance improvements.

Benefits

• Health, Dental and Vision insurance
• Life insurance
• Short-term and Long-term Disability insurance
• Paid Parental Leave
• Paid Vacation (10 days) and Paid Sick Leave (5 days)
• 13 paid holidays per year
• 401K with match
• Company Paid Pension Plan
• Profit Sharing
• Employee Assistance Program
• Computer Purchase Assistance
• Tuition Assistance