CUSTOMER EXPERIENCE REP II

Position Summary Position Summary: Serves as the primary back-up for all accounts serviced by the PSC. Plays a critical role in ensuring that the PSC provides timely order processing, accurate quoting, and delivering exceptional customer service to support the overall customer experience. This role requires the ability to work effectively with all customers, understanding each customer’s unique needs. This role requires close collaboration with internal teams, divisions, field sales, and channel partners to meet customer needs and drive operational excellence. Responsibilities Essential Functions: Demonstrate flexibility daily regarding tasks required to assist the business Manages assigned customer accounts within designated distribution channels, ensuring all orders are processed efficiently and accurately Actively responds to customer inquiries regarding order status, providing timely updates and solutions to enhance customer satisfaction Participating in meetings and customer cadences, as needed, to establish and develop strong relationships with key OEM contacts to foster collaboration and ensure alignment with their needs Accurately processes and adjusts orders to meet customer requirements Works with internal teams and/or divisions to provide accurate pricing and quotes Ensures that Account Instructions remain up to date (Dozuki) Communicates proactively with customers and internal teams via phone, email, and provide updates to resolve inquiries, and handle order changes or special requests. Collaborates closely with internal teams, distribution centers and division to address customer needs and facilitate solutions. Supports continuous improvement initiatives aimed at enhancing workflow efficiency, customer satisfaction, and internal process effectiveness. Maintains a professional and customer-centric approach, fostering strong relationships within distribution channels and assigned accounts. Assists other Customer Experience reps and departments as required. Account Assignments Manages a portfolio of assigned accounts across distribution channels. Serves as the primary back-up for all accounts serviced by the PSC’s, jumping in to provide coverage as needed. Develops a thorough understanding of the unique requirements and business dynamics of each distribution channel to tailor customer service and support. Monitors order flow and customer satisfaction within assigned accounts, identifying opportunities to improve service delivery and operational processes. Monitors and manages open orders closely to identify potential issues, taking necessary actions to prevent escalations. Access and manage Customer Portals Daily management of EDI Errors and Incomplete Orders Qualifications Parker considers this position safety-sensitive and therefore pre-employment testing for cannabis will be required as a condition of hire. See drug test section of job posting for more information. Qualifications: Passion for Customer Service and providing premier customer experience. Professional, “here to help” attitude and a committed team player. Excellent organizational skills with the ability to prioritize and manage multiple tasks in a fast-paced environment. Proactive problem solving and decision-making skills. Self-manager and motivator. Proficient in Microsoft Office Suite (Word, Excel, PowerPoint). Experience with ERP or CRM systems (e.g., Seibel, MSS, Salesforce) is highly desirable. Ability to thrive under pressure while maintaining attention to detail and quality. Ability to thrive in a fast-paced environment. Read/write/speak English fluently. Physical Demands: Customer experience representatives often spend extended periods sitting at desk or workstation while managing calls, emails, or chats. Stand-up workstations are available on request. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this …

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