Customer Experience Mgr - Aerospace

Parker Hannifin

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 markets 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.

About Parker Aerospace:

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.

Position Summary:

The Customer Experience & Service Leader will drive the development and execution of a comprehensive customer experience (CX) strategy aligned with the Corporate WIN Strategy. This role focuses on improving quality, cost, delivery, morale, and safety by leading customer experience initiatives and managing contract administration and customer purchase order processes.

The ideal candidate will collaborate across multiple business units to enhance customer satisfaction, build loyalty, and ensure seamless service delivery through effective leadership and continuous improvement. Travel may be required to customer sites and other company locations as needed. Commitment to safety, quality, and employee engagement is essential.

Scope/Supervision and Interaction:

_X_ Has Direct Reports ___Does Not Have Direct Reports

The Customer Experience Leader will have responsibility for managing the Contract Administration Team

Responsibilities:

• Manage the daily contract administration department workflow to ensure customers are serviced in a satisfying manner and company goals are met
• Oversee customer feedback process and utilize feedback to drive regular continuous improvement.
• Lead cross functional teams to focus and drive improvement priorities to directly influence the division's "Likely to Recommend" customer ratings.
• Intervene in and directly manage challenging customer situations through research, direct communication, and other means necessary to resolve outstanding issues.
• Conduct breakthrough simplification of processes, roles, and workload to optimize resources within team
• Develop a deep understanding of customer needs through direct engagement, feedback, and collaboration with internal teams.
• Partner with Group and Division leaders to create and manage a customer-focused CX roadmap, ensuring alignment with business goals and timely execution.
• Lead initiatives that promote a positive customer experience culture across the organization.
• Facilitate regular communication with customers through visits, advisory boards, and events to strengthen relationships and gather actionable feedback.
• Develop and maintain commercial processes
• Ensure customer concerns are addressed promptly and effectively to exceed expectations.
• Develop and implement customer service strategies, goals, and action plans for multiple teams to ensure high-quality service delivery.
• Manage customer service metrics and reporting to monitor performance and identify areas for improvement.

Requirements:

• Bachelors degree (required) in Business, Marketing, or a related field; Masters degree preferred.
• Global Sales or customer service experience preferred
• 8- 10 years of experience in customer experience, customer service management, or related leadership roles.8-10 years of supervisory or managerial experience in a manufacturing or customer service environment.
• Experience configuring and/or supporting Salesforce customer experience applications
• Proven experience driving positive customer experience
• Experience managing customer order entry processes and technical customer service functions preferred.
• Strong leadership skills with ability to influence across the organization
• Excellent customer service skills required
• Knowledge and proven experience leading a team to make process improvements

Additional Comments:

• 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 accommodation 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.

Come join the Parker Aerospace Team! We are proud to offer competitive benefits designed with health, wealth, and well-being in mind. Our competitive package includes:

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, on average, 13 Company-Paid Holidays.

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

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