Job Details

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Summary:

# of Openings: 1

Exemption:Non-Exempt

Career Level: Experienced

Job Description

UCT is seeking an experienced and talented Director, Global Customer Solutions to join our team at either Fremont, CA / Phoenix, AZ / Hillsboro, OR! The Director, Global Customer Solutions is responsible for overseeing the global Customer Solutions (CS) team and providing strategic leadership and direction as the customer interface throughout the entire order process. The job responsibilities include managing all CS Specialists at U.S. locations and defining global processes. The CS team, including the Dir of Global Customer Solutions, is to be the customer interface for order placement, P.O. accuracy, specification review, order expediting, and other administrative duties that require interaction with SSB’s Operations, Sales, Engineering, Legal and Corporate Administrative organization. This role directs the order process flow to meet and exceed customer’s expectations. This position supports the development of customer service consistent procedures as well as customer-specific Job Aids. This position reports to the VP of Global Sales and has an extensive cross-organizational interface.

Essential Duties and Responsibilities:

  • Manages the CS team, including all organizational and HR management duties.
  • Develops and maintains a CS organizational structure that supports SSB’s strategic business goals.
  • Responsible for SSB’s customer order placement, contract review, specification review, and order expediting processes.
  • Responsible for the quoting and pricing process.
  • Ensures price guidelines are maintained and develops sales terms and conditions.
  • Develops metrics that track and deliver efficiency, productivity, and accuracy in order processing and quote turnaround time.
  • Ensures Job Aids are current to provide training and cover all critical CS tasks.
  • Engages with key accounts for high profile projects and escalations.
  • Works closely with Sales, Engineering, and Operations on customer engagement, capacity needs, and escalated customer issues.
  • Implement systems to improve CS processes.
  • Develops and integrates the global CS organization with standardized procedures and processes so that customers see a “copy exact” level of service regardless of their location in the world.
  • Aligns with SSB Finance to ensure accurate customer billing and credit processes.
  • Owns SOX Compliance for CS controls.
  • Develops employee objectives that align with customer expectations and support Sales goals.

Knowledge, Skills and Abilities:

  • Communications, especially with remote teams
  • Focus on details and process improvement
  • Flawless execution
  • Customer focus
  • Demonstrative, dynamic, and positive leader, able to drive change and process improvement.
  • Attention to detail with the technical skills to interpret detailed customer specifications.
  • Ability to work with individuals at all levels of the organization and to foster teamwork.
  • Outstanding written and verbal communication.
  • Ability to manage multiple tasks simultaneously and successfully prioritize projects.

Educational/Certification Requirement:

  • A Bachelor's degree and a minimum of ten years’ experience in commercial, customer service leadership, and management roles.
  • A Master’s Degree in Business Administration

Experience Requirement:

Work Experience:

  • Ten years’ experience in commercial, customer service leadership, and management roles.
  • Customer Service at the technical level
  • Management of diverse and remote teams
  • Contract/Specification review experience
  • Semiconductor industry experience

Physical Demands and Working Conditions: This section is required for compliance with the Americans with Disabilities Acts (ADA)

Criteria:

Work Environment:

  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Physical Demands:
  • Work may require the ability to lift 10-20 pounds infrequently.

Environmental Exposure:

  • May involve exposure to moderate noise levels from printers, faxes, computers, etc.

Overnight Travel:

  • Travel is required at least monthly, including internationally. Initial travel will be significant as the individual learns SSB’s customers and his/her team.

UCT offers an excellent benefits package to all full-time employees which includes medical, dental, vision, 401(k), and paid time off.

UCT is an equal opportunity employer, dedicated to promoting a culturally diverse workforce.




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