Global Customer Service Manager

About Us:

We are committed to finding smart solutions that enable an intelligent and seamless world. Our success as a world-class leader in technology has evolved from humble beginnings. In 1896, the enterprising father and son team of A.J. and George A. Briggs partnered with S.A. Buffington, a Chicago lawyer, to establish Chicago Telephone Supply Company (later to become CTS).

Today, CTS is a leading designer and manufacturer of sensors, actuators, and electronic components for suppliers and original equipment manufacturers. We have over 20 locations in 12 countries and more than 3,500 employees. Our innovative sensing, connectivity, and motion solutions offer a diverse range of products across diversified end markets including transportation, medical, aerospace and defense, and industrial. We are at the forefront of supporting innovating life-changing technology, focusing on quality to keep people safe, healthy, and happy. 

 

 

Position Summary

The Global Customer Service Manager is responsible for leading and scaling a high-performing global customer service organization. This role ensures exceptional service delivery across all regions, drives operational excellence, and aligns customer support strategies with business goals. The director will oversee all Customer Service Representative and Inside Sales Representatives (ISRs), regional service teams, and cross-functional collaboration to enhance customer satisfaction and retention.

 

Key Responsibilities

• Strategic Leadership
  • Develop and execute a global customer service strategy aligned with corporate objectives.
  • Define and monitor KPIs to measure service performance, customer satisfaction, and operational efficiency.
  • Lead global initiatives to standardize service processes and tools across regions.
• Team Management
  • Coach the global team. Identify required team skills and competencies and ensure proper team development support.
  • Foster a culture of accountability, continuous improvement, and customer-centricity.
  • Oversee workforce planning, hiring, and training to support global growth initiatives.
• Operational Excellence
  • Implement scalable processes and systems (e.g., Salesforce, ERP) to streamline service delivery.
  • Drive automation and digital transformation initiatives to improve response times and reduce costs.
  • Ensure compliance with global service standards and regulatory requirements.
• Customer Advocacy
  • Act as the voice of the customer internally, influencing product, sales, and operations decisions.
  • Resolve escalated customer issues and implement or assist in root cause corrective actions.
  • Partner with Sales, Product, and Supply Chain to ensure seamless customer experiences.
• Reporting & Analytics
  • Provide regular reporting on service metrics, trends, and improvement plans to executive leadership.
  • Use data to identify service gaps, forecast demand, and optimize resource allocation.

 

Required Knowledge, Skills, and Abilities

• Experience in manufacturing, electronics, or industrial sectors.
• Familiarity with ISO standard.
• Experience working across diverse cultural environments.
• Demonstrated ability to effectively present information including complex technical content and be responsive to customer requests is required.
• Demonstrated understanding of customer standards, specs and requirements as they pertain to offered products, capabilities and systems reporting metrics.
• Excellent written and verbal communication skills including ability to develop a consensus.
• Must have the ability to lead teams through influence (internal and external teams). Possesses the ability to work and collaborate with teams virtually.
• Excellent oral, written, and presentation skills.

 

Required Qualifications

• Four-year degree required, engineering or business degree preferred.
• Bachelor’s degree in Business, Operations, or related field (MBA preferred).
• 10+ years of experience in customer service leadership, with at least 5 years in a global or multi-regional role.
• Salesforce.com and other Customer Relationship Management tool utilization will be beneficial.

 

Physical Demands

• Travel will be required ~10%.
• Ability to work several hours at a computer.
• Ability to work extended hours as needed