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Customer Service Team Lead

Location : Woburn, MA, United States

Job Family : Professional - Entry

Job Type : Regular

Posted : Nov 14, 2024

Job ID : 52781

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Job Description

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This position will be located at the Woburn, MA office.

Responsible for leading a team of customer service representatives ensuring customer service satisfaction and driving continuous improvement.

ESSENTIAL RESPONSIBILITIES:

Team Leadership

Foster a customer-centric culture within the team of Quote Team customer service representatives to ensure high levels of customer service and satisfaction.

Customer Service Excellence

First point of escalation. Oversee the handling of both internal and external customer inquiries, complaints, and requests, ensuring they are resolved efficiently and effectively.

Performance Management

Monitor team performance against set CPIs and objectives. Provide regular feedback and coaching to improve performance and service quality. Provide input for mid-year and annual performance reviews.

Continuous Improvement

Implement the principles of continuous improvement (Kaizen) in the quoting processes. Identify areas of improvement, facilitate problem-solving discussions, and lead the team in implementing changes.

Training and Development

Provide and arrange for ongoing training and development to the team to enhance their customer service skills and knowledge of our products and processes.

Communication

First point of contact for Quote escalations. Act as a liaison between the team and other departments within the organization such as sales, cost engineering, and pricing.

Compliance

Ensure all department activities comply with company policies and regulations. Responsible for maintaining standard work and performing regular audits.

QUALIFICATIONS:

• US Citizen or US Permanent Resident

• High School Diploma or General Education Degree; bachelor’s degree preferred

• Two years’ experience in customer service in a business-to-business environment; manufacturing industry preferred

• Leadership and team management skills

• Excellent verbal and written communication skills

STANDARD WORK:

• Daily:

• Ensure proper coverage for team workload. Facilitate Run-the-Business Meetings (approx. 10 minutes)

• Review customer portals for any required actions

• Weekly

• Audit Sent Quotes ensuring the processes have been completed properly

• Audit Quote Team Tasks; Specifics TBD

• Meet with a representative of Cost Engineering Team to review pending itemS

• Monthly

• Update Team Improvement Board (both digital and physical boards)

• Team Lead is responsible for ensuring completion but this should be a team effort

• Quarterly

• Facilitate update of HPT Charter & Goals

• Review all portal access; ensure accounts are active

EXPECTATIONS FOR THE FIRST 90 DAYS

• Establish Run-the-Business Meeting cadence with the team

• Facilitate Update of FY25 Team Charter

• Complete documentation of customer portal process; username and passwords

• Assist with the creation and update of Quote Team training materials

• Document Quote Creation Standard Work / Procedure

• Assist with the hiring process (e.g., resume selection, interviewing candidates)

• Assist with the onboarding process for new hires (e.g., training and scheduling)

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.

PARKER CHOMERICS is a global supplier of EMI shielding, thermal interface materials, plastics and optical products. We offer a worldwide network of applications engineering support, manufacturing facilities, and sales offices. With stocking and fabrication on five continents, our products are available anytime, anywhere.

With Headquarters in Woburn, MA, Parker Chomerics is part of a global Fortune 500 company but has a small company feel. We thrive on high performance teams that are empowered to make decisions on both a big and small scale. We strive to make a positive impact on the lives of our employees by establishing an inclusive, caring and friendly work environment. We encourage the continued education and skill development of our teams and offer advancement opportunities at a global division. If you’re looking for a fast paced, collaborative environment where you can be at the cutting edge of engineering solutions, look no further.

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 toKnow Your Rights: Workplace Discrimination is Illegal (eeoc.gov) (https://www.dol.gov/sites/dolgov/files/OFCCP/regs/compliance/posters/pdf/22-088_EEOC_KnowYourRights-ScreenRdr.pdf) andGenetic Information Discrimination (https://www.eeoc.gov/genetic-information-discrimination)

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.