Parker Hannifin Corporation Customer Service Supervisor in LOUISVILLE, Kentucky
Customer Service Supervisor
Location : LOUISVILLE, KY, United States
Job Family : Customer Service
Job Type : Regular
Posted : Sep 3, 2021
Job ID : 25800
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With annual sales of $14.3 billion in fiscal year 2019, Parker Hannifin is the world's leading diversified manufacturer of motion and control technologies and systems, providing precision-engineered solutions for a wide variety of mobile, industrial and aerospace markets. The company has operations in 50 countries around the world. Parker has increased its annual dividends paid to shareholders for 63 consecutive fiscal years, among the top five longest-running dividend-increase records in the S&P 500 index.
Basic Function: The general purpose of your job is to provide support for the Customer Service Team while serving in a leadership capacity. Primary responsibilities include leading the Customer Service Representatives and supporting customers and operations leadership. Position will directly report to the DSC Customer Service Manager and supervises related customer service team members. The Customer Service team supports all departments in our business; this role is critical to assuring that all needs of the customer and the frontline team are met. Daily this position will perform various functions including coaching, reporting, planning, leading, and cross-departmental communication. This position assures that we cover all staffing gaps throughout employees and any needs for the department are addressed.
• Supervise the daily customer service department workflow to insure 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. • Create and foster a trusting and engaging work environment with a focus on customer appreciation and resolution. • Ensure a culture of accountability, integrity and respect. • Create and maintain comprehensive reporting for CSR scorecard and management. • Update team reporting daily, weekly, and monthly • Work with CS Lead to provide ongoing, regular coaching sessions to CSR’s. • Develop intra-day spike and shift management plans. • Handle challenging customer situations each day providing exceptional coaching for CSR’s. • Lead and improve the accountability of CSRs utilizing individual and team scorecard metrics based on established measurements of performance. • Regularly communicate goals and accomplishments. • Write additional policies and procedures as needed. • Ensure that we have phone coverage – daily. • Track daily performance indicators.
• 4-year college degree in business or related discipline preferred • Previous supervisor experience required – at least 3 years. • Previous Customer Service experience required (any industry) – at least 2 years. • Experience managing workflow and coaching employees • Must understand and exemplify the quality behaviors and expectations in delivering superior customer service to both internal and external customers. • Ability to logically think through problems to reach a resolution; utilizes excellent listening skills to hear and understand customer and associates needs. • Must be a self-starter, able to work independently, and motivated to follow through to closure. • Must be able to effectively interact with associates on all levels within the organization. • Must be able to maintain confidential business and personnel information in a professional manner. • Ability to work effectively in the face of ambiguity, shifting priorities and multiple deadlines. • Proven ability to make sound business decisions • Strong performance management abilities • Solid leadership skills • Superior execution skills with a focus on clear, realistic action steps and timelines. • Excellent organizational and reporting skills. • Excellent communication skills both verbal and written. • Must possess advanced computer skills. • Possess analytical and technical skills required to understand business practices and processes.
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 http://www.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf and http://www1.eeoc.gov/employers/upload/eeoc_gina_supplement.pdf
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