Supervisor Customer Service

Vicor, the leader in high-performance power modules, is seeking a business-minded individual to join its sales department as a Customer Service Supervisor. We are seeking a driven and determined individual to strengthen and develop our customer and distributor network. 

Description:

The Customer Service Supervisor will lead the sales support team to achieve the company’s goal of customer centricity. This role will mentor and drive proactive activities supporting Vicor’s growth strategy. The Customer Service Supervisor will engage with key partners and customers to build and preserve relationships. The ideal candidate will be able to provide excellent customer service and effectively resolve customer issues accurately and timely, coordinating calls, meetings, and communications between management, field sales, channel partners, and customers. The position requires the candidate to be strategic and analytical to ensure maximum customer satisfaction.

Responsibilities:

• Manage and lead a team that primarily provides order management support and ensures outstanding customer service to Vicor’s global customers and distributors. 
• Plan, direct and supervise personnel workflow.
• Set team goals, administer personnel policy and drive excellence and commitment to Vicor’s corporate objectives.
• Involve the appropriate departments as needed for the resolution of sales issues.
• Contribute expertise in policy and process through participation in daily operations and ongoing training.
• Maintain documentation of department metrics for SOX and ISO.
• Seek areas of improvement in processes and performance of team duties.
• Participate in and drive continuous improvement initiatives.
• Work independently with limited supervision.
• Effectively communicate and inform management as required.
• Manage shipping logistics as needed to ensure customer requirements are met.
• Analysis and support stock rotation for Vicor’s distributor partners
• Analysis and report quotation activities for the industrial business unit and distributor network
• Quarterly revenue goals support

Minimum Requirements:    

• Bachelor’s degree or equivalent
• 3-5 years of supervisory experience managing a customer-facing team, preferably in a manufacturing company
• Demonstrated competency in strategic thinking and leadership with strong abilities in relationship management
• Strong written and verbal communication skills
• Highly developed organizational skills are required, as the ability to prioritize, plan, and execute 
• High level of proficiency in Microsoft Office
• Knowledge of analytic tools such as Tableau
• Prior experience with SAP and Salesforce applications
• Experience working with Global Electronic Component distribution partners preferred