Customer Solutions Leader

Boyd Thermal Solutions Inc.; Woburn (MA); On-site; USD 90,000 - 100,000; Full time

Job summary

Boyd Thermal by Eaton is seeking a Customer Solutions Manager in our Woburn site to lead a customer-centric team and drive value, revenue retention, and profitability. The role requires office presence during working hours and close collaboration with production, sales, and logistics.

You will oversee escalation handling, quote processes, and program management for new products, while coaching staff and evaluating performance to meet yearly goals.

Qualifications

• Bachelor’s degree or equivalent relevant work experience.
• Minimum of four (4) years of experience managing a customer service/solution team.
• Minimum of eight (8) years of direct customer service experience.

Responsibilities

• Leads a team of customer solutions members in the management of overall customer satisfaction for various customer accounts.
• Manages daily tasks and prioritizes workload for customer accounts.
• Coordinates with production, sales, shipping, warehouse, or common carrier personnel regarding shipments.
• Compiles statistics and prepares various reports for management.
• Develops strategies to improve the quality of service, productivity, and profitability.
• Assists the General Manager in identifying staff training needs and conducts performance evaluations.

Skills

Team management

Customer service

Communication

Analytical skills

Education

Bachelor’s degree or equivalent

Job description

Boyd Thermal by Eaton is seeking a Customer Solutions Manager in our Woburn site to lead a customer-centric team and drive value, revenue retention, and profitability. The role requires office presence during working hours and close collaboration with production, sales, and logistics.

You will oversee escalation handling, quote processes, and program management for new products, while coaching staff and evaluating performance to meet yearly goals.