Manager- Customer Service & Inside Sales

Description :

KEMET, a subsidiary of YAGEO Corporation (TAIEX: 2327) and part of the YAGEO Group, helps our customers build tomorrow with the broadest selection of capacitor technologies in the industry, along with an expanding range of electromechanical devices, electromagnetic compatibility solutions and supercapacitors. With over 100-years of making the world a better, safer, and more connected place to live, our vision is to be the preferred supplier of electronic component solutions demanding the highest standards of quality, delivery and service.

Position Summary:

As Manager of Customer Service & Inside Sales, candidate will be responsible for leading and growing a world class account management and customer support team for the Americas. The candidate will be responsible for driving customer satisfaction and loyalty by ensuring our clients’ needs are served. The position will lead a professional team of Customer Support Representatives. The position will report directly to the VP of Sales, Americas and supports direct and channel business generating revenue growth.

The Manager will ensure that a superior customer experience is delivered to all customers/channel partners by promoting a productive and positive relationship with the support team, internal constituents across the organization, and external partners and customers while balancing the financial and operational needs of the business and the company. The customer support team resides in multiple US locations and in Mexico.

Essential Functions:

• Lead, manage and motivate customer support team. Participate in the selection, performance management, developing, mentoring, coaching, etc. of these roles
• Foster teamwork, collaboration and accountability throughout the Customer Support organization
• Manage the customer relationships including promoting continuous improvement in service excellence and customer loyalty across the Americas
• Execute one to three-year direction for the Americas Customer Support Organization; develop roadmaps and strategy
• Lead and execute department-wide, projects and initiatives
• Manage the goals, processes, and business KPIs regarding the performance of the organization in order to optimize customer satisfaction and the customer experience through efficient and timely issue resolution
• Measure and analyze business performance metrics and project monthly SIP estimate for return products and price adjustments
• Lead audits involving customer order management including quality management standards
• Optimize cost by promoting lean practices and execute plans/objectives to improve team’s efficiency
• Oversee the development of customer support teams on-site, offsite, and/or in Mexico
• Interface with R&D, services, product management, sales, etc.to maintain effective working relationships between support and other functions
• Partner with our Sales Organization to grow revenue and other functional areas within KEMET – Logistics, Business Groups, Finance, IT in meeting corporate initiative
• Foster a culture aimed at accountability, employee engagement, continuous improvement and empowerment to fully utilize all tools and talent to meet the needs of the customers and the business objectives of the organization
• Provide thought leadership and encourage open communication channels in line with the KEMET values
• Project and operate within annual budget
• Ability to travel up to 30% (both domestic and international)

Competencies:

• Strong empathy for customers and passion for revenue growth
• Excellent organizational, consulting, project management, and time management skills
• Aptitude for embracing technology solutions
• Successful implementation of complex industry changing programs
• Proven ability to build strong customer relationships and guide customers dealing with critical business situations at all levels including executive levels
• Proven negotiation skills
• Analytical, with a strong focus on critical thinking
• Proven decision making skills that demonstrate the ability to access and understand the broad impact of decisions made
• Excellent communication skills- both written and verbal
• Strong presentation skills at all levels
• Proven ability to mentor, guide and influence team and other leaders within the organization
• Proven ability to build a strong team
• Strong organizational and planning skills
• Solid process improvement experience and track record of delivering productivity and results
• Strong problem-solving ability, well organized and adaptable with a flexible approach
• Proven problem solving and time management skills
• Excellent computer skills including Windows XP, Word, Excel, Outlook and PowerPoint
• Entrepreneurship mindset

Education and Experience:

• Bachelor’s Degree in Business, Engineering, or technical related field
• 12+ years of customer success/support experience
• 6+ years of progressive leadership experience in a customer success environment, including 2+ years managing remote teams and resources
• Managed and lead teams of all sizes with proven leadership skills
• Experience analyzing data, trends to customer growth opportunities
• Experience setting goals, managing business metrics, and achieving year-over-year improvements
• Knowledge of Oracle, Salesforce.com Service Cloud or other 3rd party solutions preferred

Physical Requirements:

• Remains in a stationary position, often standing or sitting for prolonged periods

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

KEMET does not discriminate on the basis of race, color, age, sex, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, political affiliation, union membership, protected veteran status, protected genetic information, marital status or any other characteristic protected by applicable federal, state or local law, in making employment decisions including but not limited to hiring, wages, promotions, rewards, and access to training. Qualified applicants and workers shall be provided with reasonable accommodation for disability and religious practices.

KEMET

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