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Division Customer Service Manager

Location : MARYSVILLE, OH, United States

Job Family : Customer Service

Job Type : Regular

Posted : Apr 9, 2025

Job ID : 55242

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Job Description

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With annual sales exceeding $13 billion and growing, Parker is the world’s leading diversified manufacturer of motion and control technologies and systems, providing precision-engineered solutions for commercial, mobile, industrial and aerospace markets. The company employs approximately 58,000 people in 47 countries around the world. Oildyne, a division of Parker Hannifin Corporation, is a world leader in pioneering top quality, compact hydraulic components and systems. And every day, just as we did decades ago, we continue to partner with our customers to increase their productivity and profitability. That is our culture, and our ongoing commitment.

The Customer Service Manager reports to the Division Marketing Manager and supervises related customer service personnel.

The Customer Service Manager is responsible for strategic management of all Divisional customer service operations within the order management process. Position will interact on a daily basis with customers, production, logistics, and sales staff to effectively meet customer service standards and support the Division’s strategic initiatives.

+ Manage the daily customer service department workflow to ensure customers are serviced in a satisfying manner and company goals are met.

+ Intervene in and directly manage challenging customer situations through research, direct communication and any other means necessary to resolve outstanding issues.

+ Oversee customer feedback process and utilize feedback to drive regular continuous improvement. Lead cross functional teams to focus and drive for service improvement priorities to directly influence the division’s Likely to Recommend (LTR) customer ratings. Accountable for achievement of WIN strategy LTR service levels.

+ Lead, develop, and execute best in class service model strategy for all customers in the areas of applications and customer service.

+ Implement and support integration of processes, systems, and support of customers as new division is formed(HPM)

+ Work across key departments such as supply chain, business units, and sales/marketing to ensure customer needs are met.

+ Manage your key divisional customer service leads to support both distribution and OEM business models.

+ Manage the process and execution of cases through salesforce and customer service team to achieve a TTA of less than 4 hours and TTR less than 18 hours.

+ Minimum of 5 – 7 years experience in a manufacturing environment with the majority of those years in a supervisorial and/or managerial role within customer service.

+ 4 year college degree in business or related discipline.

+ Possess analytical and technical skills required to understand business practices and processes.

+ Must possess advanced computer skills and understand electronic processing.

+ Excellent written, verbal, and interpersonal communication skills for effective interface with all internal and external contacts.

The essential functions have been provided as example of the type of work performed by employees assigned to this job classification. The company reserves the right to modify the work assignments and/or to make reasonable accommodations so that qualified employees can perform the essential functions. The job description is not intended to be an inclusive list of duties and responsibilities. It is intended to describe the general nature of the position.

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. This position is subject to meeting export compliance eligibility requirements.

(“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 toKnow Your Rights: Workplace Discrimination is Illegal (eeoc.gov) (https://www.dol.gov/sites/dolgov/files/OFCCP/regs/compliance/posters/pdf/22-088\_EEOC\_KnowYourRights-ScreenRdr.pdf) andGenetic Information Discrimination (https://www.eeoc.gov/genetic-information-discrimination)