Boyd Thermal by Eaton - Customer Solutions Manager

Job Description

Position Summary:

The position of Customer Solutions Manager will report to the Site General Manager at Boyd Thermal's Woburn Components site and is a key member of the site’s management team.   This highly customer-centric position will be tasked with various projects that drive increasing value, revenue retention, and profitability of the global organization. This position is required to be done in the office during working hours.

Responsibilities:

• Leads a team of customer solutions members in the management of overall customer satisfaction for various customer accounts.
• Manages all tasks related to the daily handling of these accounts with appropriate planning and prioritization.  Consistently reviews the available resource requirements for customer support and identifies tools for greater efficiencies, accuracies, and overall satisfaction. Confers with production, sales, shipping, warehouse, or common carrier personnel regarding expedited and/or missing or delayed shipments.
• Compiles statistics and prepares various reports for management.  Coordinates and manages customer service projects and initiatives.  Assist the General Manager in identifying and implementing strategies to improve the quality of service, productivity, and profitability.
• Identifies and addresses staff training and coaching needs. Supports the customer solutions team in the skills and activities they need to accomplish their yearly goals and objectives.  Completes the performance evaluations for the team members.
• Reviews customer complaints, tracks complaint resolution, and handles complex escalated customer issues.
• Oversees accounts and identifies their potential for development.  Helps qualify the customer and the revenue potential for appropriate account placement with the aid of upper management.
• Gathers and prepares required information for formal quotation including, but not limited to, drawings, sample parts, technical data, and material sources for submittal to Boyd Estimating and assist with the preparation of formal quotation packages for customer review.
• Analyzes and reports on all quote activity to ensure appropriate follow up on all identified opportunities.
• Develops new prospect/customer relationships to achieve business targets.
• Ensures the customer solutions team is actively and accurately:
  • Entering and submitting quote requests
  • Auditing orders received for price, quantity, delivery, revision level
  • Looking for efficiencies within the quote process to NP Introduction
  • Auditing orders received for price, quantity, delivery, revision level
  • Inform customer of price, shipping date, anticipated delays, and any additional information needed by customer.     
  • Coordinating of Prototype orders
  • Check inventory levels and notify material department of orders that would deplete stock levels
• Program management of new products and/or content to the organization through the appropriate prescribed process flow. Oversees new programs from inception to implementation.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Basic (Required) Qualifications:

• Bachelor’s degree or equivalent relevant work experience
• A minimum of four (4) years of experience managing a customer service/solution team
• A minimum of eight (8) years of direct customer service experience
• Boyd Thermal by Eaton will not consider applicants for employment immigration sponsorship or support for this position.  This means that Eaton will not support any CPT, OPT, or STEM OPT plans, F-1 to H-1B, H-1B cap registration, O-1, E-3, TN status, I-485 job portability, etc.
• No relocation benefit is offered for this position. Only candidates residing within the immediate area of Woburn, MA (50 miles) will be considered for this position.

Position Criteria:

• Global teamwork and communication, collaboration with cross functional peers in Customer Operations, Sales Operations, Marketing, and Sales
• Use of current sales and marketing analytics (as well as his/her business knowledge)
• Business process orientation (metric driven), actively seeks ways to trend and analyze external and internal market data
• Well-developed time management and communication skills, self-motivator
• Frequent communication with current an