Customer Service Manager

The Customer Service Manager leads the global Customer Service team, ensuring exceptional service to internal and external customers for complex and highly technical products. 

This role drives operational performance, customer satisfaction, strategic direction, and continuous improvement while partnering cross-functionally with Sales, Engineering, Supply Chain, and Manufacturing to support on-time delivery, order accuracy, quoting, and customer success to achieve revenue and profitability goals. 

 Key Job Responsibilities:

 Global Customer Service Leadership

• Responsible for all functions of the global Customer Service team that works cross-functionally to support the achievement of organizational goals.
• Provide strong leadership, ensuring a positive and motivating work environment.
• Support, coach, mentor, and develop the global Customer Service team handling order management, RMA’s, credits/rebills, customer inquiries, and requests for quotes.
• Develop strong working relationships with internal department managers/supervisors, Account Managers, Channel Partners, customers, and other key stakeholders.
• Foster a culture of accountability, responsiveness, and customer focus.
• Interview and hire strong Customer Service personnel when applicable.
• Other duties as assigned.

KPI & Performance Management

• Ensure direct reports know Johnstech’ s Management Policy Statement and organizational/department objectives. Create a department dashboard (s) that goals align with these objectives.
• Assist the global Customer Service team in creating their dashboards and S.M.A.R.T. goals that support the organizational & department objectives.
• Define, monitor, and report on key performance indicators (KPIs) such as turn-around time for orders, quotes, and other key processes.
• Utilize AX/D365, CRM and Power BI to provide actionable insights and trend analysis for bench-marking process/business improvements.

Cross-Functional Collaboration

• Partner with Sales, Engineering, Manufacturing, and Supply Chain to ensure alignment on customer commitments and delivery timelines.
• Act as escalation point for complex customer and operational issues.

Process & Continuous Improvement

• Drive corrective actions and continuous improvement initiatives that will increase productivity and revenue.
• Identify and implement process improvements to enhance efficiency, reduce cycle times, and improve service quality.
• Support and participate in continuous improvement initiatives across the organization to help resolve problems, improve processes and product.
• Ensure adherence to quality systems and documented procedures.
• Develop, review, and approve procedures and work instructions within purview and ensure Management System procedures are controlled and implemented.

Financial & Resource Management

• Manage staffing plans and resource allocation.
• Monitor and coordinate with VP of sales on unplanned department expenses.
• Support forecasting and capacity planning aligned with demand and production schedules.

Customer Experience & Relationship Management

• Committed to timely feedback to customers and external staff.

• Serve as a strategic partner to key customers and sales leadership.
• Function as a go-to resource on complex situations or unusual customer requests
• Translate customer feedback to the appropriate departments into actionable improvements to products, services, and processes.

Job Qualifications:

• Bachelor’s degree strongly desired 
• 5 Years experience in a global customer service role with progressive responsibility
• 2-3 years in a people management position.
• Strong leadership skills with the ability to work independently in a team-oriented environment with a proven capability to manage a department.
• Strategic and tactical thinker 
• Experience managing KPI’s and service performance metrics.
• Solid analytical skills with Power BI or similar reporting tools, problems solving and situational analysis with the ability to provide and execute solutions.
• Results oriented with strong negotiation skills 
• Excellent verbal and written communication skills with the ability to communicate effectively with all levels of the organization.
• Able to travel internationally to meet business needs.

Pay range for this position is $78K-$90K per year. This salary information serves as a general guideline. Several factors are considered when making an offer for this position including but not limited to work experience, education, geographic location, certifications, key skills, market and business conditions. Johnstech can share more about the specific compensation package for your preferred role during the hiring process.

Benefit offerings and perks for full-time employees include:

• Medical Insurance (ICHRA)
• Health Savings Account (HSA) for qualified insurance plans- employer and employee funded
• Flexible Spending Account (FSA) for qualified insurance plans-employee funded
• Dental Insurance
• Vision Insurance
• Accidental Insurance
• Critical Illness Insurance
• Basic Life & AD&D Insurance
• Supplemental Life & AD&D Insurance
• 401(k) Safe Harbor Plan company matching
• Long Term Disability Insurance
• Tuition Assistance
• Paid Time Off – Holiday, Personal Holiday, Volunteer Day and accrued PTO
• Paid Bereavement
• Paid Jury Duty
• Free parking
• Complimentary coffee (Caribou), apple cider, hot chocolate, tea & fresh popped popcorn!

About Johnstech 

Founded in 1991, Johnstech's designs, patents and manufactures high performance test sockets are sold primarily to integrated circuit manufacturers and IC test contractors. The company’s patented technologies allow its contactors to achieve far greater accuracy and improved reliability in test results. These high-performance contactors are leading an industry-wide move away from traditional test sockets.

Johnstech is headquartered in Minneapolis, Minnesota, with offices in Singapore and Philippines. For more information, visit www.johnstech.com.

Johnstech is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.