Customer Service Specialist/Account Coordinator - Bi-Lingual

Role Summary

This position handles customer inquiries, performs contract review, & books orders following established processes to meet customer expectations. Information accuracy & speed in communications back to Customer, Sales, Teammates, Plant, & cross functional departments are key aspects of this role. Creates specific quote types. It is critical these professionals are comfortable interacting with customers & business team members, follows through on work plans meeting daily objectives while resolving issues through immediate action or short-term planning. This position supports the Industrial Air Filtration business, part of the Industrial Gas Filtration and Generation Division.

Responsibilities

• Documents opportunities, quote activity, & customer interactions in CRM or email management system.
• Owns created quote documents regarding accuracy, clarity, quality, timeliness, and offer of sale. Responsibility starts when request for quote is received until it is returned to the customer. Meets customer expectations, including due dates and special requirements. Quotes based off pricing rules and processes.
• Executes daily tasks to support customer expectations, i.e.: Rush lead-times, updating part numbers, Filter test, Customer Service, freight estimates, quoting, order entry.
• Attends all meetings & trainings as required.
• Coordinates with Operations and Engineering teams regarding short cycle demands.
• Performs order contract review to meet business requirements for entry. Clarifies any questions with customer or Sales prior to order booking. Communicates credit holds to customer with follow through until customer is released from hold.
• Updates customer on order delays, and/or carriers not picking up. Promotes use of customer on-line tools.
• Enters order into CRM and/or ERP system and captures customer needs accurately. Notates proper information so current quote or order status is visible. Keeps customer records updated and accurate.
• Submits Change order request. Back up for change order entry & communication.
• Documents and communicates resolution for customer complaints.
• Utilizes multiple software programs to retrieve and consolidate information needed for customer support/tasks.
• Schedules orders to support the day-to-day manufacturing schedule. Reserves stock for plant visibility.
• Identifies shipping method(s) & calculates freight for order input. Follows request process if unable to calculate.
• Communicates special shipping, billing, packaging instructions to plant. Sets up hardcodes in the system.
• Provides a premier experience with professional, accurate, & timely response to customers via phone, email, & chat.
• Completes trainings by due date.
• Comfortable sharing & implementing ideas for improvement. Engaged in high performing teams.
• Creates & provides Proforma Invoice, Letter of Credit Review, & helps with customs communication & Mexico finance as necessary.
• Meets Key Performance Indicators.
• Adheres to all business values and policies.

Required Qualifications

• Bachelor's Degree from an accredited university, or college or a High School Diploma / GED with a minimum of 7 years' experience in a quote fulfillment, order entry, and/or commercial support role.
• Must be able to work in the office as required. Work hours are 8:00am to 5:00pm, Monday through Friday. On rare occasions weekends may be required. Overtime required based upon business need.
• Excellent written & verbal communication with speed & accuracy.
• Perseveres in challenging high velocity quote and order environment & develops system knowledge quickly.

Desired Qualifications

• Teamwork driven, Self-motivating problem solving required.
• Strong organization skills, must be able to multi-task and prioritize. Strong & Respectful Interpersonal Skills.
• Continuous Improvement & Customer Focus Mind-set.
• Must be able to handle challenging customer situations in a calm and respectively manner
• Bi-lingual fluent Spanish speaking skills Required.

Parker Hannifin is a Fortune 250 global leader in motion and control technologies. For more than a century the company has been enabling engineering breakthroughs that lead to a better tomorrow. Learn more at www.parker.com or @parkerhannifin.

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")

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