Customer Service Account Admin II; SSO Division Irvine, CA

Customer Service Account Admin II (SSO Division –

Location:

Irvine, CA)

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

• 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 (backlog, shipped not invoiced, 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.

• Bachelor’s degree (BA) in Business Administration or Business Intelligence preferred; 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 and 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 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, coordinating across multiple teams when required.
• 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.

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 Range: $72,650 to $121,050 annually
• Participation in Annual Incentive Program

• 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  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…