Customer Solutions Lead: Growth & Retention

Boyd Thermal by Eaton; Woburn (MA); On-site; USD 90,000 - 100,000; Full time

Job summary

Boyd Thermal by Eaton, located in Woburn, MA, seeks a Customer Solutions Manager to lead a team focused on maximizing customer satisfaction and revenue retention. The role emphasizes cross-functional collaboration with production, sales, and logistics to resolve issues and drive profitability.

The candidate will oversee quotes, identify process improvements, and develop new accounts while maintaining strong client relationships in a fast-paced environment.

Qualifications

• Bachelor’s degree or equivalent relevant work experience.
• 4+ years of experience managing a customer service/solution team.
• 8+ years of direct customer service experience.
• No immigration sponsorship is offered for this position. Only candidates in the immediate Woburn, MA area will be considered.

Responsibilities

• Leads a team of customer solutions members in managing overall customer satisfaction for various accounts.
• Manages daily tasks with planning and prioritization; coordinates with production, sales, shipping, and other teams to ensure on-time shipments.
• Compiles statistics and prepares reports for management; coordinates customer service projects and initiatives.
• Identifies staff training and coaching needs; conducts performance evaluations.
• Reviews customer complaints and tracks resolutions; handles escalated issues.
• Gathers and prepares information for formal quotations and supports quoting processes.

Skills

Customer service leadership

Team management

Communication

Relationship building

Education

Bachelor’s degree or equivalent relevant work experience

Job description

Boyd Thermal by Eaton, located in Woburn, MA, seeks a Customer Solutions Manager to lead a team focused on maximizing customer satisfaction and revenue retention. The role emphasizes cross-functional collaboration with production, sales, and logistics to resolve issues and drive profitability.

The candidate will oversee quotes, identify process improvements, and develop new accounts while maintaining strong client relationships in a fast-paced environment.