Boyd Thermal by Eaton - Customer Solutions Manager

About the role

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.

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.

• Captures and manages customer service projects and initiatives.
  Assists 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.

• Safeguards the customer solutions team is actively and accurately:
  Entering and submitting quote requests
  Auditing orders received for price, quantity, delivery, revision level
  Informing customer of price, shipping date, anticipated delays, and any additional information needed by customer.

• Coordinating of Prototype orders
  Checking inventory levels and notifying material department of orders that would deplete stock levels
  Programming management of new products and/or content to the organization through the appropriate prescribed process flow.

• Oversees new programs from inception to implementation.

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

Reasoning Abilities

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Physical Demands

• Base Compensation: $90,000 - $100,000 bonus eligible