Sr. Customer Service Representative - PMD

Position Summary

The PMD Sr Customer Service Rep / Export Customer Service Rep is a key role within the Customer Excellence team. This position serves as the liaison between Parker Lord and its customers for order management and fulfillment. This position is responsible for managing customer-to-market rules and options based on customer segmentation. The role establishes and nurtures strong cross-functional relationships both within Parker Lord and with customers.

Additionally, the role handles order inquiries related to existing sales, identifies opportunities, and supports the launch of new projects/ programs. This role focuses either on EDI / OEM Tier 1 support and/or Export support for the PMD Division. This position can be located in either Cary, NC or Erie, PA.

• Manage daily customer activities and resolve order management issues effectively.
• Serve as the primary point of contact for quality issues, acting as a liaison between the customer and internal quality teams, and assist in performing RCCAs as needed.
• Cultivate customer relationships and collaborate with the commercial team, focusing on Automotive OEM and Tier 1 customers.
• Establish and maintain a close relationship between Manufacturing, GTC, Regulatory, Quality, Engineering, Sales and the customer.
• Exercise sound judgment using established procedures when interacting with customers. The ability to act with minimal supervision enables the incumbent to guide and direct customers toward desired outcomes.
• Manage OEM/Tier 1 scorecard process including but not limited to sharing of best practices, audits, quarterly reporting.
• Partner with IT to manage support/testing of all APS/EPM EDI customers.
• Manage incoming EDI feeds to ensure data meets agreed-upon parameters.
• Develop solutions to complex export concerns and manage to successful resolution.
• Represent the Parker Lord brand in all communications, both internally and externally.
• Identify, develop, and participate in process improvement initiatives.
• Serve as a backup participant for customer and certification audits as needed, acting as a subject matter expert on Customer Service processes related to order management and scorecard processes.
• As a subject matter expert in customer experience tools (e.g., Salesforce, Omnex), share specialized knowledge through training and documentation with team members and cross-functional teams.
• Responsible for managing customer portals
• Primary point of contact for managing customer scorecards in accordance with the approved Parker Lord guidelines.
• Capacity to manage multiple projects simultaneously, demonstrating effective project management, organization, and planning skills.
• Ability to work collaboratively in a team environment while fostering strong customer relationships.
• Ability to work independently.
• Skill in building and nurturing customer relationships, translating customer requirements, and identifying and quantifying the value of collaborative solutions.
• Capacity to remain calm, positive, helpful, and optimistic in a fast-paced, sometimes stressful environment.
• Proficiency in computer applications, particularly Microsoft products, with the ability to quickly learn new software.
• Willingness to travel up to 10%.

• 3-5 years customer service experience with minimum of 2 years in manufacturing industry.
• Prior customer facing experience.
• SAP and Business Intelligence experience.
• Experience managing customer portals, including but not limited to customer scorecards, forecasting, contact management, dispute resolution, and serving as the main point of contact for cross-functional teams
• Experience with Salesforce (Service module)

• Knowledge of Parker Lord Corporation’s product lines.
• EDI experience
• Ability to analyze…