Position Summary

Position Summary: 

This position supports the Customer Service Team while serving in a leadership role and supports both customers and operations leadership. Reporting to the PSC Customer Service Manager, the role supervises assigned customer service team members and helps ensure consistent service across all departments. Key activities include coaching, reporting, planning, team leadership, and cross-functional communication, with a focus on maintaining adequate staffing coverage and addressing departmental needs.

Responsibilities

Essential Functions:

• Supervise the daily customer service department workflow to ensure customers are served effectively and company goals are met. 

• Manage customer escalations and difficult situations by researching root cause, communicating directly with customers and internal teams, and driving resolution, real-time guidance and coaching to CSR’s during these situations. 

• Create and foster a trusting, engaging work environment with a focus on customer appreciation and resolution.

• Promote and maintain a culture of accountability, integrity and respect.

• Demonstrate sound business judgment with prioritizing work, resolving issues, and making day-to-day decision. 

• Lead and improve CSR accountability and performance using individual and team scorecard metrics; provide ongoing coaching, feedback, and performance management. 

• Create, maintain, and communicate comprehensive reporting for CSR scorecards, and management, update reporting daily, weekly, and monthly.

• Track daily performance indicators, analyze results, and identify actions to improve service and team performance. 

• Develop and execute clear action plans with realistic steps and timelines to support operational goals.

• Ensure adequate staffing and phone coverage daily; develop intra-day spike and shift management plans to maintain service levels. 

• Regularly communicate goals, expectations, progress, and accomplishments to the team and leadership.

• Write and update policies and procedures as needed.

• Use advanced computer skills and analytical/technical ability to understand business practices and processes and support reporting and improvement efforts. 

• Communicate clearly and professionally, both verbally and in writing, with customers, team members, and cross-functional partners. 

Qualifications

Requirements:

• 4-year college degree in Business or a related field preferred.

• Minimum 3 years of supervisor experience (required).

• Minimum 2 years of customer service experience in any industry (required).

• Proven experience managing daily workflow, setting priorities, and coaching employees to improve performance.

• Demonstrated ability to model and reinforce expected quality behaviors and deliver high levels of service to both internal and external customers. 

• Able to think through issues logically to reach resolution; strong listening skills to understand customer and employee needs. 

• Self-starter who can work independently, take ownership and drive tasks to completion. 

• Ability to effectively interact and build working relationships with employees at all levels of the organization. 

• Able to handle confidential business and personnel information appropriately and professionally.

• Effective in a fast-paced environment with ambiguity, changing priorities, and multiple deadlines. 

Closing Statement

Additional comments: 

The essential functions have been provided as examples 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 all-inclusive list of duties and responsibilities.  It is intended to describe the general nature of the position.   

Conditions of Employment

Physical demands and work environment:

• Sitting: The role primarily involves sitting at a desk for extended periods while using a computer and other office equipment.

• Computer Use: Frequent us of a keyboard, mouse, and other input devices for data entry, communication, and scheduling.

• Communication: Regular use of telephone and other communication devices to coordinate with carriers, vendors, and internal teams.

• Light Physical Activity:  Occasional walking around the office or warehouse to gather information or coordinate with other departments.

• Manual Handling: Minimal lifting or carrying of light office materials such as files, documents, or small packages (typically under 10 pounds). 

• Office Setting: The position is based in a typical office environment within or adjacent to the warehouse or facility. 

• Noise Level: Generally moderate noise levels from office equipment, phones, and conversations. May occasionally experience louder noise from warehouse operations if located nearby.

• Lighting: Well-lit with natural and/or artificial lighting suitable for desk work. 

• Temperature: Climate-controlled environment, maintaining comfortable temperature ranges year-round. 

This position is subject to meeting U.S. export compliance and/or U.S. Government contracting citizenship eligibility requirements.

Parker Hannifin

Marketing Statement:

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 spanets 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.

Pay, Benefits, Work Schedule

Wages and Benefits:

Competitive Compensation

• Pay Range:  $76,350 to $127,400 annually
• Participation in Annual Incentive Program

Benefit & Retirement Plans 

Parker offers competitive benefit programs, including:

• Comprehensive coverage for medical, prescription drugs, dental, vision, voluntary optional life, accident insurance, hospital indemnity insurance and critical illness insurance with competitive premium cost. 
• 401(k) Plan with company matching contributions at 100 of the first 5 of pay.
• Company provided defined-contribution retirement plan with annual contribution equal to 3 of pay.
• Career development and tuition reimbursement.
• Other benefits including paid parental leave, short and long-term disability programs, adoption assistance, a Care.com membership and financial planning assistance are provided at no cost to you.
• Supplemental benefit programs including identity protection, legal protection, and pet wellness are available at competitive rates.
• Paid Time Off and Company-Paid Holidays. 

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

Drug Tests

Drug-Free Workplace :

In accordance with Parker’s policies and applicable state laws, Parker provides for a drug-free workplace. Therefore, all applicants seeking employment with Parker will be subject to drug testing as a condition of employment.