Director of Global Customer Solutions

Location: Remote, Home Based, United States
Date Posted: 03-12-2018
Quantum Global Technologies LLC, (QGT), is seeking a Director of Global Customer Solutions, responsible for the global Customer Solutions team. The job responsibilities include managing a ~50 person team in various locations, both in the US and overseas. The CSS team, including the Dir of Global Customer Solutions, is to be the customer interface for order placement, contract/PO/specification review, order expediting and other administrative duties which requires interaction with QGT’s Ops, Sales, Engineering and Corporate Admin organization. Additionally, frequent meetings/calls are scheduled with customers to review priorities, forecasts and issue resolution. This position reports to the VP of Global Sales, but has extensive cross organizational interface. 
Essential Duties and Responsibilities: (other duties may be assigned)
  • Manages the Global Customer Solutions Team, including all organizational and HR management duties.
  • Responsible for QGT’s customers order placement, contract/PO/specification review and order expediting.
  • Engages personally/daily with key accounts for high profile projects and escalations.
  • Performs a benchmark study on our work process and flow, identifying inefficiencies, challenges and bottlenecks. Implements systems to improve and correct any deficiencies discovered.   
  • Integrates the non-US sites into the global CSS organization with standardized procedures and processes so that customers see a “copy exact” level of service regardless of their location in the world.
  • Works closely the Sales, Engineering and Operations on customer engagement, capacity needs and escalated customer issues.
  • Works closely with QGT Finance on customer billing and accounts receivables.
Required Qualifications and Experience:
  • A bachelor's degree and minimum of ten years’ experience in commercial/customer service roles.
  • Demonstrative, dynamic and positive leader, able to drive change and process improvement.
  • Attention to detail with the technical skills to interpret detailed customer specifications.
  • Ability to work with individuals at all levels of the organization and to foster teamwork.
  • Outstanding written and verbal communication.
  • Ability to manage multiple tasks simultaneously and successfully prioritize projects.  
 Preferred Experience:
  • Customer Service at the technical level
  • Management of diverse and remote teams
  • Contract/Specification review experience
  • Semiconductor industry experience
  • Communications, especially with remote teams
  • Focus on details and process improvement
  • Flawless execution
  • Customer focus
Travel Requirement
  •  Travel is required at least monthly, including internationally. Initial travel will be significant as the individual learns QGT, our customers and his/her team.
Other Duties
  • 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 job. Duties, responsibilities and activities may change at any time with or without notice.
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