Customer Service Team Leader

Position Summary

Enter and manage customer orders. Respond to customer inquiries regarding order status, requests for prices and quotations, expedites, and complaints in a timely manner. Analyze individual solutions and take appropriate action to ensure that customer needs are met. Provide necessary follow up and initiate correspondence for the team to enhance customer experience. Train and develop team members skills and delegate responsibilities to ensure team goals and workload are met.

Responsibilities

Order Processing:

• Entering, updating, and tracking customer orders in the system.
• Ensuring orders are processed accurately and timely(e.g., pricing, scheduling, part set up etc.).
• Coordinating with other departments (e.g., sales, marketing, shipping, accounting etc.) to process and fulfill orders.

Customer Interaction:

• Responding promptly and professionally to customer inquiries via phone, Salesforce, email, chat, or in-person.
• Listening actively to understand customer needs and concerns.
• Providing accurate information about orders, processes, policies, and procedures.

Customer Relationship Management:

• Build and maintain strong relationships with internal and external customers to foster loyalty and repeat business.
• Manage customer expectations realistically, balancing production constraints and delivery schedules.

Problem Resolution:

• Manage both team member and customer concerns and issues with empathy and professionalism.
• Investigating and resolving service problems.
• Escalating complex issues to appropriate teams, departments, or management.

Compliance and Procedures:

• Following company policies, procedures.
• Ensuring confidentiality and security of customer information

Continuous Improvement:

• Seeking opportunities to improve customer service skills and processes.
• Participating in training and development activities.
• Working closely with sales, logistics, and other departments to ensure customer satisfaction.
• Sharing feedback and suggestions to improve customer service processes.
• Create standard work for team processes

Coach and Develop:

• Help to support team by managing all training, sharing knowledge, and providing constructive feedback.
• They identify skill gaps, encourage continuous learning, and model best practices to help the team improve and meet performance goals.

Qualifications

• 3 - 5 years Customer Service experience or equivalent service experience or education
• Salesforce experience preferred
• Promotes continuous learning and development of team members
• Fosters positive environment that encourages innovative thinking
• Constructively evaluates team member performance and development
• Accountable for providing status on team performance goals and delivering results
• Serves as first level customer escalation responder
• Proposes creative and innovative yet accurate alternate solutions to complex customer situations
• Communicates clearly, confidently, and persuasively; is able to positively influence others
• Flexibility to change work tasks on demand

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 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