Customer Services Supervisor

TTM Technologies, Inc. – Publicly Traded US Company, NASDAQ (TTMI) – Top-5 Global Printed Circuit Board Manufacturer

About TTM

TTM Technologies, Inc. is a leading global manufacturer of technology solutions including engineered systems, radio frequency (“RF”) components and RF microwave/microelectronic assemblies, and quick-turn and technologically advanced printed circuit boards (“PCBs”). TTM stands for time-to-market, representing how TTM's time-critical, one-stop manufacturing services enable customers to shorten the time required to develop new products and bring them to market.

Additional information can be found at www.ttm.com

TTM Technologies Toronto Inc. is recruiting for a Customer Service Supervisor. This role will provide direct leadership to a team of individuals responsible for customer interface, factory loading, and order management with the objective to offer best in class customer service. This includes reporting of department performance metrics, employee escalations and workload balancing.  This role supports the Inside Sales Manager by ensuring daily team objectives are met and acts as supporting coverage in absence.

Duties and Responsibilities:

• Ensure the resources are available to the team to meet its objectives, such as:
  • Adequate level of cross training
  • Appropriate staffing levels (advise when changes are required)
  • Employees have the appropriate tools and training to perform tasks
• Support tracking and management of daily execution in team responsibilities, such as:
  • Quality/Error rate
  • Credit memo’s
  • Customer Service Level
  • Order Entry
• Effectively manage employee escalations
• Manage adherence to Corporate fiscal, human resource and general policies
• Responsible for maintenance of department business processes, supporting system mapping, documentation and training of corresponding procedures
• Timely completion of projects and tasks assigned by management while ensuring continual customer service coverage is maintained
• Will provide vacation/sick coverage of desks within the customer service department
• Identifies training needs of the department, plans and implements and or coordinates training sessions
• Display excellent communication skills including presentation, persuasion, and negotiation skills required in working with subordinates and co-workers and including the ability to communicate effectively and remain calm and courteous under pressure
• Lead group discussion and customer organization meetings. Demonstrate sound, concise, and professional communication skills.
• Define, create, and analyze data and effectively communicate with customers and company executives/management
• Display leadership skills and technical expertise to staff and customers
• Ability and interest to be objective, forward thinking and proactive
• Proactively working collaboratively in a team environment with a spirit of cooperation

Note: The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel.  Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

Essential Knowledge and Skills:

• Strong communication skills, with the ability to prepare professional correspondence and customer reporting presentations/reports a must
• Strong interpersonal skills
• Results oriented and demonstrated problem solving techniques
• Conflict management skills
• Must have advanced knowledge of Microsoft Office, and an ability to learn and adapt to in house Quote and ERP software
• Reasoning ability: Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Education and Experience:

• 5 years in PCB experience or related field preferred
• Minimum 3 years in a supervisory role preferred
• 3-4 year degree/diploma preferred; a technical background would be an asset.

Please note due to Controlled Goods Program (CGP) requirements, all applicants must be a Canadian Citizen or a Permanent Resident in Canada.

Total Rewards Information:

At TTM you will be joining a team that spans across near