Customer Experience Manager

Customer Experience Manager

Location: Salt Lake City, UT, United States

Job Family: Sales

Job Type: Regular

Summary: The Customer Experience Manager is responsible for strategic management of Divisional customer service operations within the order management process. Position will interact daily with customers, production, logistics, and sales staff to effectively meet customer service standards and support the Division's strategic initiatives.

Essential Functions:

• Lead, develop, and execute best in class service model strategy for premier customers in the areas of applications and customer service.
• Drive best in class speed and quality in application development to improve conversion rate to 50%+.
• Oversee customer feedback process and utilize feedback to drive regular continuous improvement.
• Lead cross functional teams to focus and drive for service improvement priorities.
• Accountable for achievement of WIN strategy LTR service levels.
• Conduct breakthrough simplification of processes, roles, and workload using POP tools to optimize resources within team.
• Assess, develop, and manage talent to support the needs of the business.
• Develop and lead segmented customer service team by premier and select.
• Best is class service for premier, market matching service for select, while reducing cost to serve for select.
• Develop and maintain commercial processes across a designated segment of the organization.
• Engage and network with Parker divisions, other, and monitor competitors for trends.
• Adapt strategy based on evolving environments.

Qualifications:

• Bachelor's degree required, Engineering degree preferred.
• 5+ years of customer facing global sales or customer service experience required.
• Experience with channel management.
• Experience in improving the customer's digital experience.
• Engineering experience in leading an Applications Engineering team preferred.
• Proven experience driving positive customer experience.
• 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.

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.