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Position Summary
The incumbent will be part of the Customer Support team of the Sales Company South EMEA, to create the highest level of customer experience for a defined group of customers, to promote growth, profitability and customer performance targets. The incumbent would be part of the Customer Service South Africa team, with specific focus on both direct customers and distributors.The role is based in Johannesburg, South Africa.
Responsibilities
Main tasks would be linked to strategic management of all customer service operations within the order management process to meet customer service standards and customers needs:
- Focus on Key Performance Indicators (TTA - TTR - CES - LTR - LISC)
- Proactive backlog and late backlog management
- Daily interaction with Customers and colleagues through a fruitful "I Am Parker" mindset
- Daily interaction through virtual and face to face meeting with internal stakeholders
- Team working: to back-up colleagues in case of workload peaks and/or absences
- Constant monitoring of delivery performances
- Request valuable feedback to customers through the LTR/CES process, and actively work on their responses
- Required resilience and proactivity in managing all the business criticalities
- Be able to give unwelcome information in a customer focused way
- Assists others in the management of assigned customer accounts including supporting team members by interpreting customer requests and monitoring performance and delivery.
- Supports in providing oversight for assigned customer accounts.
- Suggests mutually acceptable solutions to customer problems that impact cost or schedule.
- Recommends actions by analyzing and interpreting data and making comparative analysis.
Qualifications
Qualifications, Skills & Experience
- Degree in the relevant field (i.e. Economics, Business Management)
- 3-5 year experience in Customer Service roles
- Technical background and previous experience in manufacturing companies / international context will be a plus
- Digital mindset
- Proficient in MS Office, especially Excel and SAP-like softwares, JDE
- Excellent English knowledge
- Customer orientation
- Learning agility
- Detail orientation
- Empathy and resilience (conflict management abilities)
- Flexibility
- Sense of ownership and pride in the performance and its impact on company's success
- Ambition to develop personal career growth
Parker Hannifin
Parker Hannifin is a Fortune 250 global leader in motion and control technologies. For more than a century the company has been enabling engineering breakthroughs that lead to a better tomorrow. Learn more at www.parker.com or @parkerhannifin.
Equal Employment Opportunity
Parker is an equal opportunity employer and does not discriminate on grounds of age, race, religion, ethnic origin, sex, sexual orientation or disability in relation to recruitment and employment.
