Customer Solutions Leader: Global Cross-Functional Support

UCT; Fremont (CA); On-site; USD 110,000 - 142,000; Full time

Benefits offered by this job

401(k) eligibility

Paid time off

Parental leave

Job summary

UCT in Fremont, CA is seeking a Manager, Customer Solutions to lead a team delivering an exceptional customer experience across the order lifecycle. You will oversee customer support operations, handle escalations, and partner with Sales, Operations, Engineering, Quality, and Finance to ensure on-time order fulfillment and issue resolution.

You will drive process standardization, analyze performance metrics, optimize workflows, and develop team capability.

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 team of Customer Solutions Specialists (CSS) team, including key organizational and HR responsibilities.
• Oversee the 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.
• Works closely with Sales/Commercial team to align on customer requirements.
• Analyzes 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 collaboration

Staff scheduling

Education

Bachelor’s degree

Job description

UCT in Fremont, CA is seeking a Manager, Customer Solutions to lead a team delivering an exceptional customer experience across the order lifecycle. You will oversee customer support operations, handle escalations, and partner with Sales, Operations, Engineering, Quality, and Finance to ensure on-time order fulfillment and issue resolution.

You will drive process standardization, analyze performance metrics, optimize workflows, and develop team capability.