Customer Service Lead

Parker Hannifin • Mineral Wells, TX

1d

About The Position

The Customer Service Lead oversees and supports the Vessel Customer Support Team, which processes and tracks customer purchase orders and changes from order receipt through product delivery. The role helps ensure vessel orders are accurate and on schedule, customer requirements are communicated to relevant departments, and customers receive updates about schedule changes. The lead also provides research and support to sales personnel and works with internal teams and customer representatives to support smooth order and job execution.

The position includes team training, mentoring, task coordination, and backup support, as well as assistance with team-related HR and training documentation. The role contributes to audits, shipment reporting, process improvement, special projects, and compliance with applicable ISO work instructions. Duties may be adjusted, and reasonable accommodations may be made to enable qualified employees to perform essential functions.

Requirements

• Customer service experience and proficiency with people skills.
• Ability to independently accomplish goals and identify when issues need escalation.
• Time-management skills, including prioritizing and organizing work, tracking details, and meeting deadlines across multiple projects with varying completion dates.
• Ability to work in a team environment.
• Ability to read and interpret work instructions, safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to perform arithmetic using whole numbers, common fractions, and decimals.
• Ability to solve practical problems and deal with varied situations where standardization is limited.
• Ability to interpret written, oral, diagrammed, or scheduled instructions.
• Ability to mentor and train others.

Nice To Haves

• At least three years of clerical experience (preferred).
• ERP experience (highly preferred).
• Intermediate proficiency with Microsoft Office software.

Responsibilities

• Oversee, train, and mentor Vessel Customer Support Team personnel in processing and tracking customer purchase orders and changes from receipt through product delivery.
• Assign tasks to team members and provide assistance as needed to help the team achieve its goals.
• Track vessel order status and ensure schedule changes are communicated to customers according to current policy.
• Help prepare HR and training documents, performance reviews, vacation approvals, software permissions, and disciplinary actions as required.
• Incorporate customer comments and requirements into orders and share them with applicable departments.
• Coordinate meetings for critical jobs with production, quality assurance, and purchasing representatives when necessary.
• Meet with customer representatives or inspectors when necessary to support smooth job flow and positive customer relations.
• Assist with internal and external process and financial audits as required.
• Pursue team process improvements in cost savings and productivity.
• Coordinate and provide backup support for the team as required.
• Serve as the primary research and support contact for Area Sales Managers, distributors, and sales representatives.
• Verify the accuracy of on-time shipment reports, update records, and report reasons for late shipments.
• Complete special projects as required by management.
• Follow applicable ISO work instructions when performing job tasks.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed