Senior Customer Service Supply Chain Management Specialist

6 days ago

Westborough, MA, United States LG Energy Solution Michigan, Inc. Full time
Information on LG Energy Solution:

LG Energy Solution (LGES) is one of the world's largest lithium-ion battery manufacturers with a market-leading position in advanced batteries for grid-scale, residential storage, automotive and consumer/IT applications. Our advanced lithium-ion battery technology is the product of accumulated experience in the development and production of mobile batteries and large format batteries for automotive and energy storage systems (ESS). LG Energy Solution's commitment to technology leadership coupled with efficient and high-quality manufacturing processes produces batteries that exhibit the highest levels of safety, performance and reliability. For more information about LG Energy Solution's ESS Battery, please visit www.lgensol.com.

Job Summary:

The Senior Customer Service Supply Chain Management Specialistis a new position created by LG Energy Solution's rapid growth within the North American residential battery market. Reporting to the Residential CS team Leader the Sr. CS SCM Specialist will be responsible for ASC (Authorized Service Center) management, Logistics planning, cost control and other CS tasks as designated by the Team / Part Leader. These activities include but are not limited to:
  • Build, nourish, and enhance connections with Authorized Service Centers (ASC) by establishing, maintaining, and developing relationships.
  • Periodic (Daily, Weekly, Monthly, etc.) review and evaluation of KPI (Key Performance Index) for the ASC and logistics 3rd parties
  • Assess the ASC's performance and identify areas where corrective action can be taken to improve it.
  • Manage ASC labor/material cost, storage and freight costs and validate for electronic approvals
  • Apply the CS strategy plan of HQ and US subsidiaries to ASC, set goals, and evaluate periodically.
  • Forecast ASC material demand, secure from HQ and suppliers to minimize downtime for ASC and customers
  • Review and analyze to validate the accuracy of ASC/ERP/System data to improve operations.
  • Improve and implement new processes that meet the business needs
  • Identify potential areas for improvement and take necessary measures to ensure that Key Performance Indicators (KPIs) are met.
  • Periodically, it is required to report the status of ASC / RMA to the management.
  • Establish effective relationships with key personnel in Korea and the US team.
  • Establish a set of evaluation criteria and conduct periodic ASC audits to ensure the performance and accuracy of the system.
  • Develop an understanding of the NA residential battery market including key markets, competitors, and technologies. Become familiar with battery systems and the main elements of an integrated energy storage system.
  • Develop and implement mid-to-long-term logistics strategies to support business growth.
  • Optimize distribution networks, warehouse operations, and transportation planning.
  • Lead cost-reduction initiatives while maintaining service quality.
  • Design and manage inventory control policies to balance service levels and working capital.
  • Coordinate with 3PL/4PL partners to ensure performance, compliance, and continuous improvement.
  • Forecast demand and align logistics capacity planning with sales and production teams.
  • Implement sustainability initiatives in logistics (eco-friendly packaging, green transportation, carbon footprint reduction).
  • Oversee end-to-end customer service processes, ensuring timely and accurate order fulfillment.
  • Establish and monitor KPIs for service quality, response time, and customer satisfaction.
  • Collaborate with cross-functional teams to resolve escalations and improve service workflows.
  • Identify opportunities for automation and digitalization in logistics and CS operations.
  • Drive continuous improvement projects to enhance efficiency and reduce operational risks.
  • Benchmark industry best practices and apply them to company operations.
  • All other duties as assigned
Primary Job Responsibilities:

The successful candidate will be comfortable working within a North American regional organization with support from LGES's Korea-based associates. Primary responsibilities of the Sr. Operation Specialist include:
  • Ensure customer service KPI target is met and take corrective actions as needed
  • Drive problem solving and innovative solutions when there is stress of failure within the supply chain
  • Manage rolling forecast for demand and supply, and track results to communicate back with HQ
  • Manage ASC to discover cost saving opportunities, risk reduction, and work efficiency.
  • Develop, prepare, and own the internal reporting deliverables for the team in US and Korea
  • Coordinate closely with related HQ and US teams such as accounting, planning, sales, and CS
  • Support Ad-hoc reports and tasks required
Qualifications

The successful candidate will possess:
  • 10+ years work experience in logistics and customer service field
  • Relevant supply chain and ASC / refurbish manufacturing experience is a plus
  • High expertise in dealing with ambiguity, complexity and working within a fast-paced environment
  • Ability to solve problems and adhere to business-critical deadlines
  • Dedicated and ethical approach to LGES standards
  • Ability to develop collaborative relationships acting as a well-respected, trusted partner with whom others want to work with.
  • High levels of numerical acumen and attention to detail
  • Excellent data analytic skills with proficiency in Microsoft Excel
  • Excellent communication skills; verbal, written, and presentation
  • Prior customer service and quality management experience preferred
Education
  • A bachelor's degree, or equivalent, in a supply chain or business discipline is preferred.
Skills

Language Skill Level: Korean-English bilingual preferred.

Math: A Bachelor's Degree, or equivalent.

Reasoning: Bachelor's Degree, or equivalent.

Special Requirements

The physical and environmental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is exposed to the following conditions:

Walking: Frequently

Reaching: Frequently

Standing: Frequently

Lifting: Infrequently

Crawling: Infrequently

Carrying: Infrequently

Pulling and/or Pushing: Occasionally

Color Determination: Frequently

Grasping: Frequently

Vision: Frequently

Listening: Frequently

Speaking: Frequently

Climbing: Infrequently

Sitting: Frequently

Percentage of Travel: Up to 10%, with the potential for occasional increased travel to meet customers' needs.

Non-weather conditions: N/A

Work near moving mechanical parts: Occasionally

Risk of electrical shock: Infrequently

High places: Infrequently

Precarious places: Occassionally

Toxic, caustic chemicals: Infrequently

Risk of radiation: N/A

Noise Level: Moderately

Work with/near explosives: N/A

Outdoor weather conditions: Frequently

Vibration: Infrequently

Competencies
  • Professional, highly motivated individual with a strong results-oriented work ethic.
  • A strong team player who thrives in a role that requires significant personal contributions, and depends on the successful collaboration between North American and Korea-based team members.
  • Excellent organizational and time management skills with a minimum of supervision.
  • High level of analytical ability where problems are unique and complex. Ability to proactively suggest improvements in work methodology.
  • Comfortable working beyond normal office hours as required to meet customer expectations
  • Able to travel occasionally throughout North America and to Korea, with the potential for increased travel to meet customer needs.
  • Able to provide support and training to service providers using remote and virtual tools, such as video conferencing, conference calls, etc.
  • Participate in conference calls with project team, often across multiple time zones and sometimes outside of normal business hours.

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