Customer Service Coordinator (SSO Division - Glendale, AZ)

Org Marketing Statement

At Parker Aerospace, we develop technologies and innovative solutions that enable reliable, efficient and increasingly sustainable flight for the lifecycle of the aircraft, including aftermarket support. Our passionate people with deep engineering expertise, together with our breadth of differentiated technologies, ensure that we make the extraordinary happen and continue to shape the future of aviation in partnership with our customers.

As a member of our team, you are instrumental in fulfilling our mission: 'Enabling Engineering Breakthroughs that Lead to a Better Tomorrow.' Pursuing a career at Parker presents unlimited opportunities for both professional and personal development. Working with some of the most brilliant minds in the industry, your contributions will be pivotal in developing innovative technologies and products, significantly contributing to Parker's goal of addressing the world's most pressing engineering challenges. At Parker, our team members belong, matter and make a difference.

Services & Support Operations Division

The Services and Support Operations (SSO) is a global leader of integrated MRO services and support. We are renowned for our exceptional customer service and expertise at every stage of the aircraft lifecycle, providing innovative OEM-quality service solutions across a comprehensive portfolio. We are proud to serve airlines/ business jet operators, the military, airframe/ engine manufacturers, as well as independent service centers. With our extensive network of service teams worldwide, MRO facilities, proprietary predictive modeling, and advanced systems, we offer 24/7 operational and technical support wherever it's needed.

Customer Service Coordinator (SSO Division - Location: Glendale, AZ)

Position Summary

Maintains customer satisfaction by providing product, service and account information and monitoring

performance for product warranty, maintenance agreements, and/or purchase orders. Typically, responsible for groups of accounts that are moderately complex or where account relationships are well-established.

Essential Functions:

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

2. 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.

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

4. 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.

5. 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.

6. 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.

7. 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.

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

9. 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.

10. 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).

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

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

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

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

Qualifications:

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, Skills and Abilities

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.

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.

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