Customer Service Account Admin II (SSO Division - Location: Irvine, CA)

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 Account Admin II (SSO Division - Location: Irvine, CA)

Position Summary

Responsible for customer experience actions to achieve division business objectives and to meet customer performance expectations. Responsible for monitoring KPIs and creating reporting to drive customer experience. Manages customer inquiries for the centralized team to ensure the fastest time to resolve customer inquiries.

SCOPE/SUPERVISION AND INTERACTION:

_____ Has Direct Reports __X__ Does Not Have Direct Reports

Essential Functions:

• Evaluates customer performance requirements and OT delivery schedules.

• Creates and maintains KPI charts to monitor division performance. Work with cross functional teams to drive improvement.

• Help monitor and assign Sales Force cases.

• 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).

• Investigates and resolves claims or complaints by collecting and analyzing information. Review warranty claims and process ATRs, Credits, TAT penalties.

• Coordinates with relevant functions on technical and/or quality issues.

• Resolves customer complaints concerning invoices or billing discrepancies; researches account histories to assist in collection activities.

• Recommends actions by analyzing and interpreting data and making comparative analysis. Analyzes and proposes changes in methods and/or procedures to improve efficiency and the quality of service.

Qualifications:

• Bachelor's degree (BA) (Business Administration or Business Intelligence preferred) which has provided both theoretical and practical knowledge in the field. Demonstrated ability to perform the essential functions of the job typically acquired through two or more years of directly related experience in customer support or contract administration.

• Aerospace and/or manufacturing experience preferred. Knowledge of warranty and maintenance agreements, industry practices, regulations, and policies. Knowledge of legal and regulatory requirements related to the aerospace industry and government procurement, if applicable.

• Outstanding analytical and problem-solving skills

• Self-starter able to independently complete tasks accurately and quickly

• Knowledge of and ability to effectively apply implement continuous improvement principles and techniques.

• Proficient with standard business application software and specialized data analysis or materials systems (e.g., electronic data interface (EDI) or manufacturing resource planning (MRP) systems).

• Ability to work on a variety of problems of moderate scope and complexity where analysis of the situation or data requires thorough identification of factors and analysis of impact; work within general work objectives; evaluate alternative solutions that may require coordination across multiple teams.

• Ability to read, analyze, and interpret policies and contracts or agreements, and recommend changes to procedures.

• Ability to respond to inquiries or complaints from customers, regulatory agencies, or members of the business community.

• Ability to define problems, collect data, establish facts, and draw valid conclusions.

• Ability to effectively communicate and present information to team members, team leaders, and customers.

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.

Pay, Benefits, Work Schedule

Competitive Compensation

• Pay Range: $72650 to $121050 annually
• Participation in Annual Incentive Program

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 Company-Paid Holidays.
  

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