Customer Solutions Manager

Location: Fremont, CA, United States
Date Posted: 06-11-2018
Quantum Global Technologies, LLC (QGT) business units QuantumClean® and ChemTrace® are the largest semiconductor chamber part tool ultra-high purity (UHP) cleaning, coating and analytical testing companies in the world.  At QGT, we don’t make the computer chips (our customers do) but we make the manufacturing process run better by providing UHP chamber tool parts.
 
With fantastic growth, an impressive 18-year history and a focus on people, innovation, and creativity, it’s an exciting time to join QGT!  Our leadership is strong and with the right people on board, we’re taking our business to the next level. There is a tremendous opportunity here for hard working, dedicated, and ambitious people like you who want to work with the leaders in the industry. You can be part of the driving force behind QGT’s success. Come work with us!

Job Summary:
The Customer Solutions Manager will be responsible to manage a regional Customer Solutions team and provide strategic leadership and direction as the customer interface throughout the entire order process. This position manages all facets of customer retention, including participating in the resolution of customer concerns and escalations. This position coordinates customer order timelines and provides service delivery improvements. This position supports the development of customer service consistent procedures as well as customer specific Job Aids. This role interfaces with manufacturing, sales, field service, and accounting to resolve production, delivery and billing inquiries. This role coordinates the order process flow to meet and exceed customer’s expectations. This position reports to the Director, Global Customer Solutions but has extensive cross functional interface.
 
Essential Duties and Responsibilities: (other duties may be assigned)
  • Manages Customer Solutions staff, including all organizational and HR management duties
  • Trains or supervises training of new hires
  • Engages with customers for escalation and critical requirements
  • Manages staff to ensure orders are processed timely and accurately
  • Works closely with Sales to align on customer requirements
  • Develop reports that measure trends and report performance for customer programs
  • Summarizes and analyzes reports for management.
  • Ability to develop and use metrics to drive productivity and performance
  • Works with Finance to prepare annual Customer Solutions budget and estimate personnel requirements
  • Provides ongoing work load evaluation to ensure sufficient support
  • Develops staff scheduling and planning for weekend, emergencies, vacations and unscheduled absences.
 Required Qualifications/Skills:
  • Bachelor’s degree or equivalent experience
  • Minimum 5 years Customer Service experience
  • Minimum 5 years of Supervisory experience
  • Knowledge of customer service procedures and systems
 Preferred Qualifications/Skills:
  • Managing a customer supply chain in the semiconductor manufacturing industry
  • Managing customer account teams across multiple locations
  • Ability to document work standards and Job Aids
  • Ability to create operating instructions and document work processes
 Interpersonal Skills:
  • Proven leadership experience
  • Ability to participate on cross-regional, cross-functional, cross-business teams
  • Experience in coaching, training and development of customer service 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
  • Proven strong problem-solving abilities
  • Ability to influence others and motivate teams
 Travel Requirement:
  • 10%
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