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

Compensation Data

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