Manager Customer Service

Career at Bourns If working for an organization with a long history of technological innovation and high advancement potential in a supportive, collaborative, and positive work environment are top considerations for your next career move, then you need to look at the opportunities at Bourns. Bourns was founded 75 years ago with the guiding principles of providing breakthrough technology solutions, high-quality products, responsive service, and exceptional value. Those principles still hold true today and have instilled a culture that is committed to excellence and ethical operations. As a leading provider of advanced components for power conversion, circuit protection, and motion control sensing solutions, Bourns employs more than 9,000 people in 21 countries and operates 17 manufacturing centers and 15 R&D facilities. Our customers and partners rely on Bourns to meet strict design requirements and satisfy international standards in a broad range of industries and applications. We achieve this stature because Bourns employees excel in the development of new products and continuous improvement processes that keep the company a global leader in delivering outstanding service. Founded in 1947, Bourns is a leading manufacturer of electronic components, serving customers worldwide across automotive, industrial, communications, consumer, medical, and other markets. Our commitment to innovation, quality, and customer service has made us a trusted partner throughout the electronics industry. Bourns Inc. is seeking an experienced Customer Service Manager to lead our ECS Customer Service Organization. This strategic leadership role is responsible for overseeing customer service and inside sales operations, driving service excellence, developing talent, and strengthening relationships with customers, distributors, sales teams, and cross-functional business partners. The ideal candidate is a customer-focused leader with strong business acumen, experience managing customer service operations, and a passion for developing high-performing teams. What You'll Do Leadership & Team Development Lead and develop customer service and inside sales professionals, including remote and international team members.Establish departmental goals, monitor performance, and drive continuous improvement initiatives.Coach, mentor, and develop employees to support professional growth and succession planning.Set and monitor quarterly objectives and provide ongoing performance development support. Customer Service & Operational Management Direct all customer service functions including order processing, customer inquiries, web-based support, sample requests, and sales support activities.Oversee systems and processes related to EDI, SAP, Sales Cloud, and customer service operations.Monitor operational performance metrics and implement improvements to enhance efficiency and customer satisfaction.Respond to customer escalations and collaborate with sales teams to support strategic accounts. Strategic Planning & Business Partnership Develop and implement short- and long-term departmental strategies and objectives.Manage departmental budgets and monitor performance against established goals.Partner with Product Management, Sales, Distributors, Manufacturer Representatives, and other business groups to improve service delivery and customer experience.Lead customer feedback initiatives, including administration of the biennial customer survey. Systems & Process Improvement Serve as a key liaison with Information Technology teams to support system enhancements and issue resolution.Maintain customer data, cross-reference databases, and Sales Cloud information to support business growth.Develop reporting, dashboards, and analytical tools to support management decision-making and service improvements. What We're Looking For Education Bachelor's degree in Business or a related field preferred.Equivalent combination of education, training, and experience may be considered. Experience 5 to 7 years of experience in technical sales, customer service leadership, or a related function within the electronics industry preferred.Demonstrated experience leading teams and driving operational improvements.Experience managing customer-facing processes and service performance metrics. Skills & Qualifications Exceptional leadership, communication, and interpersonal skills.Strong customer service orientation with a commitment to delivering outstanding customer experiences.Proficiency with Microsoft Office applications, particularly Excel, Word, and PowerPoint.Experience with SAP, Sales Cloud, CRM systems, or similar business applications preferred.Strong analytical abilities and experience creating reports, presentations, and business insights.Ability to manage multiple priorities in a fast-paced environment. Why Join Bourns? At Bourns, you'll join a global organization known for innovation, quality, and customer commitment. We offer the opportunity to make a meaningful impact while working alongside talented professionals in a collaborative and growth-oriented environment. What We Offer Competitive compensation and benefits packageHybrid work environmentProfessional development and career growth opportunitiesCollaborative culture focused on innovation and customer successOpportunity to lead a high-impact customer service organization Hiring Range - $80,000 - $90,000 Bourns is an equal opportunity employer. At Bourns, we are committed to treating all Applicants and Employees fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law. Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity. Equal Opportunity Employer: Minority/Female/Disability/Veteran If you are results-oriented, have the drive to find industry-leading ways to meet ongoing technological challenges, and go the extra mile to maximize customer relationships, then we invite you to apply to join the Bourns team. Education Level: Bachelors Experience: 5-10 years