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Parker Hannifin · 13 hours ago

Customer Service Coordinator (SSO Division - Glendale, AZ)

Glendale, AZ

Full-time

Onsite

Mid Level

4+ years exp

Parker Hannifin is a leader in aerospace technology and services, dedicated to enabling reliable and sustainable flight. The Customer Service Coordinator will maintain customer satisfaction by providing product and service information, monitoring performance for warranties and agreements, and ensuring effective communication with customer accounts.

HardwareIndustrial ManufacturingManufacturing

No H1B

U.S. Citizen Only

Responsibilities

Administers customer accounts by reviewing service and/or spare product requirements to existing terms and conditions of purchase orders or maintenance agreements

Establishes and maintains customer relationships through courteous and efficient servicing of customer requests. Maintains regular communication with assigned customer accounts and responds to customer service issues

Prepares and submits correspondence in response to customer requests. Maintains an appropriate level of confidentiality with regard to customer and company matters

Responds to requests for quotations in a timely manner and coordinates with price estimating. Reviews pricing for reasonableness, submits quotations/proposals for customer review, and handles customer questions regarding the submitted quote/proposal

Coordinates with various functions of the company (e.g. quality, shipping/receiving, accounting, order entry, planning and shop personnel) on customer issues. Prioritizes requests and commits to reasonable production and/or provisioning lead-time

Releases repairs to production when customer approval is received by submitting work order to scheduler and updating sales order with delivery date and repair costs. Develops action plans to address past due items. May have oversight of order entry activity and shipping for spares

Monitors delivery status and provides status reports to customers by gathering data, researching outstanding shipments, obtaining up-to-date shipping information, and following up with the customer

Ensures invoices have been processed and paid by monitoring the customers' account status and coordinating with Accounts Receivable. Supports the company's collection efforts

Investigates and resolves customer complaints or claims by collecting and analyzing documentation and prior history files. Resolves complaints regarding damaged, late or incorrect shipments and may have authority to offer discounts up to a limited maximum dollar amount

Ensures the accuracy of sales order entry data and backlog information by monitoring customer accounts and preparing reports (i.e. backlog, shipped not invoiced, and contract hold)

May review warranty claims, discuss product substitutions and alternatives based on customer requirements, and provide special pricing for non-standard warranty items and repairs

Contributes to continuous improvement activities and recommends cost reduction suggestions and/or ways to improve the quality of service

Develops knowledge of procurement practices and FAA regulations, Parker products and manufacturing processes, and customers

Supports the team by accomplishing related results as needed. Work assignments may include cross-functional or project team assignments

Qualification

Customer service administrationFAA regulationsContinuous improvement methodsParker products knowledgeBusiness software applicationsProblem-solvingCommunication skillsTeamwork

Required

One to two years of related college level courses, certificate completion or related job training in contracts or business administration that has provided both theoretical and practical knowledge in the field

Demonstrated ability to perform the essential functions of the job typically acquired through four or more years of related experience in administrative, marketing/customer service, or product support areas

Knowledge and understanding of customer service administration policies and practices, and FAA regulations including government procurement if applicable

General knowledge of Parker products and manufacturing, inspection and repair processes

General understanding, and ability to apply, continuous improvement methods

Ability to work on assignments that are moderately complex where judgement is required in evaluating information, resolving problems and making recommendations

Ability to work with only general work direction with no instructions usually given for routine work and general instructions given for new work or special assignments

Ability to define problems, collect data, establish facts, and draw valid conclusions

Ability to calculate amounts such as discounts, proportions, and percentages

Ability to communicate effectively to present ideas, facts and some technical information, and to respond to inquiries and complaints from customers or regulatory agencies

Ability to use standard business software applications and specialized spreadsheet and database systems (e.g. manufacturing resource planning (MRP), financial and accounting data)

Ability to effectively demonstrate team member competencies and participate in goal setting, performance feedback, and self‐development activities

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