Customer Service Manager

3 weeks ago

Westborough, United States Murata Electronics North America, Inc. Full time

Murata Power Solutions is a leading provider of power conversion products that are sustainable and efficient. We are focused in two transformative technology, macro market segments; Server, Storage, Networking (SSN) and E-Mobility, including electric vehicles, robotics and energy storage. Ranked amongst the world's top 5 suppliers of breakthrough power electronics, we design and manufacture the industry's broadest offering of standard products and are a market leading designer of custom power solutions.

Well known for the quality of its products and workforce, we can provide you the opportunity to work with talented people and a management team focused on growth and the ongoing development of leading-edge technologies for many of the world's major OEM's.

Position Summary

The Customer Service Manager serves as a key leader within Murata Power Solutions, managing the interface between Murata's global Affiliate network and Murata Power Solutions. This role is responsible for ensuring a world-class customer experience, leading a team of global customer support professionals, and driving operational excellence. The manager will oversee policies and procedures, employee performance, and cross-functional collaboration with Murata Sales Affiliates, Business Development, Product Management, Quality Assurance, and Operations to achieve company objectives.

Job Duties/Responsibilities

Customer Support Excellence:

* Develop and enforce customer service policies and procedures that align with organizational goals, customer requirements, and enhanced customer satisfaction.
* Serve as an escalation point for complex customer issues, including interactions with senior management at customer organizations.
* Act as a liaison between Murata's Sales Affiliate network and Murata Power Solutions to maintain strong, transparent relationships and ensure smooth operations.

Operational Management:

* Monitor and manage order entry, backlog accuracy, and adherence to Terms & Conditions.
* Proactively identify and address product delivery issues, communicating solutions to customers in a timely manner.
* Partner with Finance to resolve invoice discrepancies, ensuring accuracy and customer satisfaction.
* Prepare and present detailed performance reports for monthly operational reviews and quarterly customer performance reviews.

Team Leadership & Development:

* Provide day-to-day supervision and guidance to the customer support team, fostering a culture of excellence and accountability.
* Conduct performance reviews and deliver constructive feedback.
* Develop training programs and career growth opportunities to enhance team skillsets and maintain high levels of employee engagement.
* Collaboration & Cross-Functional Leadership:
* Build strong partnerships with internal teams, including Murata Sales Affiliates, Business Development, Marketing, Quality Assurance, and Operations to ensure alignment on customer expectations and operational priorities.
* Collaborate with Demand Management to ensure accurate customer forecasting, effective inventory planning, and seamless order fulfillment.
* Advocate for customer needs within the organization, driving improvements in processes and customer service metrics.

Required Skills & Competencies:

* Customer Service Expertise: Advanced knowledge of customer service processes, order fulfillment, and customer satisfaction metrics.
* Industry Insight: Experience in electronics manufacturing is preferred.
* Tech Savvy: Proficiency in ERP systems, CRM platforms, Customer Support platforms, and analytics tools for reporting and process optimization.
* Strong Communication Skills: Excellent written and verbal communication skills to effectively interface with diverse internal and external stakeholders.
* Leadership Ability: Proven ability to lead and motivate a global team in a high-pressure, deadline-driven environment.
* Problem Solving: Strong analytical skills for investigating issues, identifying root causes, and implementing effective solutions.



Experience Required

* Bachelor's degree in Business Administration, Supply Chain, or a related field (Master's degree preferred).
* 7+ years of experience in customer service, supply chain, or a related discipline, with at least 3 years in a leadership role.
* Demonstrated success in managing global teams and delivering exceptional customer experiences



Work Environment

This position is an on-site role, with 1 flex day per week of remote work.

Competencies

Acting as a Champion for Change

Acting Strategically

Driving for Results

Inspiring and Motivating Others

Sharing Information

Solving Complex Problems

Thinking Broadly

Working with Diverse Populations

Compensation Data

Salary range for this role is $100,000/year to $115,000/year.

Compensation and Benefits:

Our benefit package is comprehensive and includes Medical Insurance; Dental Insurance; Vision Insurance; 401(K); Flexible Spending Accounts; Paid Vacation/Holidays; Short Term Disability; Long Term Disability; Tuition Reimbursement.

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