Supv, Customer Service

Job Summary
The Supv, Customer Service is responsible for leading a strategic global account or a site-specific Customer Solutions team. This role provides leadership and direction to ensure a seamless customer experience throughout the entire order process. The manager plays a key role in driving customer retention by addressing and resolving concerns, managing escalations, and ensuring timely responses to order-related issues. This position is instrumental in standardizing customer service procedures to ensure consistency and efficiency. The Customer Solutions Manager serves as a critical liaison between customers and internal departments including Operations, Sales, Engineering, Quality, and Finance to resolve issues related to production, delivery, and billing. This role oversees the coordination of order process flows to consistently meet and exceed customer expectations. With significant cross-functional collaboration, the Customer Solutions Manager ensures a high level of service quality and ownership of the customer experience.

Essential Duties & Responsibilities

• Lead and manage the team of Customer Solutions Specialists (CSS) team, including key organizational and HR responsibilities.
• Oversee the training and onboarding of new hires
• Engages with customers for escalation and critical requirements
• Escalation management - Present, develop and execute corrective action plan to customers to address root cause of issue
• Ensure timely and accurate order processing through effective team supervision and workflow management
• Works closely with Sales/Commercial team to align on customer requirements
• Analyzes performance metrics and customer-related trends to identify areas for improvement and optimization
• Summarizes and analyzes other required reports for management
• Develops and utilizes performance metrics to drive team productivity and process efficiency.
• Support annual Customer Solutions budget process
• Provides ongoing workload evaluation to ensure sufficient support
• Provides staff scheduling and planning for weekend, emergencies, vacations, unscheduled absences and holidays
• Supports the quotation process by ensuring timely, accurate, and customer-aligned quote delivery.

Required Qualifications/Skills

• Bachelor's degree or equivalent experience
• Minimum 5 years customer service experience
• Knowledge of customer service procedures and systems
• Excellent leadership, communication, and problem-solving skills.
• Ability to manage cross-functional relationships and resolve conflicts effectively.

Preferred Qualifications/Skills

• Minimum 3 years of supervisory experience
• Semiconductor industry experience a plus
• Ability to manage and lead teams across multiple locations or sites
• Skilled in developing and documenting standardized work procedures and Job Aids
• Ability to create clear and effective operational instructions and process documentation

Interpersonal Skills

• Proven record of building and guiding high-performing teams
• Ability to collaborate on cross-regional, cross-functional, cross-business teams
• Experience in coaching, training and development of customer solution staff
• Change Champion and ability to drive change
• Ability to develop and use of metrics to drive productivity and performance
• Excellent written and verbal communication skills across all levels of the organization
• Proven strong analytical and problem-solving skills with a proactive approach to issue resolution
• Ability to influence others and inspire team motivation and engagement
• Dispute resolution

Schedule

• This role is office/plant based and requires an onsite presence 5 days/week
• May be required to work or support rotating weekend coverage
• May be required to work or support holidays per Manager scheduling
• Supports coverage for back up CSS on PTO, travel, etc. per Manager scheduling
• Coordinates PTO with Manager and back up to ensure account coverage

Travel Requirement

• 10%

Other Duties:

• Additional duties as assigned
• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice.