Customer Experience Analyst

Position Summary Our Performance Materials Division is seeking a Customer Success Analyst (Inside Sales) to help support a Key Account. The Customer Success Analyst will serve as a key support function for the customer as well as its tiers globally. The incumbent is a team player who helps to support the daily needs of the Key Account Management (KAM) team. The Customer Success Analyst is responsible for ensuring an exceptional level of service to the customer. Along with the KAM team, the Customer Success Analyst is the face of Parker Lord to the customer from a commercial perspective. The position helps to keep track of a myriad of action items, helps to ensure they are completed in a timely manner, and helps to communicate updates to internal and external stakeholders. The incumbent is responsible for building and maintaining cross-functional relationships at various levels internally and externally worldwide to help Parker Lord meet the customer's expectations and to help Parker Lord achieve its requirements and goals as they relate to the customer. This position will manage forecast data and ensures its accuracy for the key customer in the US and sometimes for other locations and/or tiers. Responsibilities Establish and maintain strong internal relationships with global Account Management, Application Engineering, Customer Service, Shipping/Logistics, Production, Quality, Sales & Operation Planning, Pricing, Finance, Global Trade Compliance, Regulatory, and Product/Program Management. Establish and maintain strong external relationships with Purchasing, Planning, Supplier Quality Engineering, and other functions as needed. Lead all internal and external forecasting activities for the customer's US account. Meet with the customer's Planners regularly, maintain forecast document, provide regular updates internally, and communicate significant changes expeditiously. Help to support forecasting activities for other locations and/or tiers as needed. Work with Planners to learn as much as possible about material usage per part, build plans, and reasons behind forecast changes. Maintain list of the customer and tier Sold To codes and keep sales/backlog and Logility reports up-to-date. Investigate and resolve invoice issues for the customer within the US. Analyze customer scorecard to identify gaps and work with customer service and the appropriate internal team to identify a corrective action and improve the score going forward. Handle various customer portal requirements, including but not limited to FTA compliance, updating capacity, and helping with packaging submissions and PPAP documentation as needed. Handle requests and lead special projects as asked for by KAM team. Develop solutions to complex problems and manage to successful resolution. Identify, implement, and lead process improvements. Maintain working knowledge of internal and external processes for sample orders, logistics, and export for shipping internationally.May be tasked with order entry and other customer service responsibilities for the customer's US locations. Exercise immediate judgment using established procedures when interacting with the customer. The freedom to act with little supervision allows the incumbent maximum opportunity to guide and direct the customer into desired actions. When unsure though, go to KAM team with recommendation and rationale. Embody the Parker Lord brand internally and externally in all communications. Help to provide vacation backup support for KAM team. Qualifications Required Qualifications: Bachelor's Degree in business management, communication or similar discipline. 3 years of experience in a customer facing support role or other relevant experience. Competency to think critically and to ask critical questions. Ability to conduct business globally across different cultures. Excellent interpersonal and communication skills, including telephone and email skills. Excellent organizational, time management, and prioritization skills. Demonstrate comfort with uncertainty or ambiguity and exhibit a bias for action. Ability to analyze complex data, often Excel, and report findings/trends and provide recommendations. Ability to work in a team environment, cultivate strong customer relationships, and work independently. Ability to build and foster strong internal and external relationships. Ability to stay calm, positive, helpful and optimistic in a fast-paced, sometimes stressful environment. Computer proficiency, Microsoft products, and the ability to quickly learn new applications. Preferred Qualifications: Prior sales experience. Knowledge of Parker Lord's product lines. Ability to analyze customer demand and interpret MRP data. Knowledgeable of Parker Lord processes and procedures. Global business experience. SAP and Business Intelligence experience. 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. Equal Employment Opportunity Parker is an Equal Opportunity and Aff ... 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 Drug Tests 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. #J-18808-Ljbffr