Customer Solutions Lead - Cross-Functional Ops

Ultra Clean Technology; Fremont (CA); On-site; USD 110,000 - 142,000; Full time

Job summary

Ultra Clean Technology in Fremont, CA is seeking a Manager, Customer Solutions to lead the CSS team and ensure an exceptional customer experience throughout the order lifecycle. You will collaborate with Sales, Operations, Engineering, Quality, and Finance to ensure timely order fulfillment and issue resolution.

The role emphasizes driving process standardization, analyzing performance metrics, optimizing workflows, staffing, and developing customer relationships to improve service quality and

Qualifications

• Bachelor’s degree or equivalent experience.
• Minimum 5 years customer service experience.
• Knowledge of customer service procedures and systems.
• Excellent leadership, communication, and problem-solving skills.
• Ability to manage cross-functional relationships and resolve conflicts effectively.

Responsibilities

• Lead and manage the CSS team, including key HR responsibilities.
• Oversee training and onboarding of new hires.
• Engages with customers for escalation and critical requirements.
• Escalation management - present, develop and execute corrective action plan to customers to address root cause of issue.
• Ensure timely and accurate order processing through effective team supervision and workflow management.
• Work closely with Sales/Commercial team to align on customer requirements.
• Analyze performance metrics and customer-related trends to identify areas for improvement and optimization.
• Summarizes and analyzes other required reports for management.
• Develops and utilizes performance metrics to drive team productivity and process efficiency.
• Support annual Customer Solutions budget process.
• Provides ongoing workload evaluation to ensure sufficient support.
• Provides staff scheduling and planning for weekend, emergencies, vacations, unscheduled absences and holidays.
• Supports the quotation process by ensuring timely, accurate, and customer-aligned quote delivery.

Skills

Leadership

Communication

Problem solving

Cross-functional relations

Customer service

CRM systems

Education

Bachelor’s degree or equivalent

Tools

CRM systems

Job description

Ultra Clean Technology in Fremont, CA is seeking a Manager, Customer Solutions to lead the CSS team and ensure an exceptional customer experience throughout the order lifecycle. You will collaborate with Sales, Operations, Engineering, Quality, and Finance to ensure timely order fulfillment and issue resolution.

The role emphasizes driving process standardization, analyzing performance metrics, optimizing workflows, staffing, and developing customer relationships to improve service quality and