Customer Service Manager

Parker • Woburn, MA

274d

About The Position

PARKER CHOMERICS is a global leader of engineered material solutions for EMI shielding and thermal management of electronic devices. Headquartered in Woburn, MA, we are a leading division of Parker Hannifin, a global Fortune 500 company (NYSE: PH). Our sales, applications engineering, and manufacturing teams enable our global customers to provide cutting edge electronics for many markets. Our products empower the next generation of 5G telecommunications gear, autonomous vehicles, and advanced defense technologies. Our dynamic workplace challenges our team to think differently and be thought leaders in the industry. We strive to make a positive impact on the lives of our employees by establishing an inclusive, caring and friendly work environment. We encourage the continued education and skill development of our teams and offer advancement opportunities at a global division. If you're looking for a fast paced, collaborative environment where you can be at the cutting edge of technology Parker Chomerics is for you.

Requirements

• 6+ years of experience in Customer Service, with at least 4 or more years of experience in a leadership role required.
• Previous work experience ideally includes experience in Customer Service Management.
• 4-year university degree with a focus in Business Administration, or related areas of study required.
• Master's degree in Business Administration, or related areas of study preferred.
• Must be a US citizen or US permanent resident.

Nice To Haves

• Possess analytical and technical skills required to understand business practices and recommend proper opportunities.
• Functional understanding of cost accounting and ability to adapt to practical application.
• Excellent written, verbal, and interpersonal communication skills for effective interface with all internal and external contacts.
• Innovator who embraces lean enterprises principles and practices.

Responsibilities

• Lead the customer service department to create the highest sustainable level of customer satisfaction.
• Manage post-order customer service including order management process, due dates/delivery, basic non-technical support, warranties, defects, applications, installations, diagnostics, and troubleshooting.
• Oversee technical aspects of customer service provided over the phone, including defects, applications, installation, diagnostics, and troubleshooting.
• Lead a team responsible for taking orders from customers and selling basic components.
• Manage a team providing on-site customer repairs or commission startups.
• Oversee management of all customer warranties and contracts.
• Lead customer service strategy, annual goal setting, and action plans for multiple customer service teams.
• Ensure monthly tracking and reporting of customer service metrics including response time, call code analysis, customer location analysis, and quantity of calls analysis.
• Record and analyze customer complaints and needs; partner with Technical Services Manager to drive design and engineering changes.
• Partner with Market Managers to determine customer needs.
• Respond to special financial requests and conduct financial reviews/analysis as requested.
• Exceed expected levels of customer service by ensuring all issues are resolved by agreed upon date.
• Engage in regular customer interface via customer visits, involvement in Customer Advisory Boards, and other customer events.
• Recruit, select, and develop customer service team members; manage performance and long-term talent management.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Insurance Carriers and Related Activities
• Education Level: Bachelor's degree