Customer Solutions Manager

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

Job DescriptionBoyd Thermal by Eaton is currently seeking a Customer Solutions Manager at our Woburn Components site and is a key member of the site’s management team. This highly customer-centric position will be tasked with various projects that drive increasing value, revenue retention, and profitability of the global organization. This position is required to be done in the office during working hours.Responsibilities:Leads a team of customer solutions members in the management of overall customer satisfaction for various customer accounts.Manages all tasks related to the daily handling of these accounts with appropriate planning and prioritization. Consistently reviews the available resource requirements for customer support and identifies tools for greater efficiencies, accuracies, and overall satisfaction. Confers with production, sales, shipping, warehouse, or common carrier personnel regarding expedited and/or missing or delayed shipments.Compiles statistics and prepares various reports for management. Coordinates and manages customer service projects and initiatives. Assist the General Manager in identifying and implementing strategies to improve the quality of service, productivity, and profitability.Identifies and addresses staff training and coaching needs. Supports the customer solutions team in the skills and activities they need to accomplish their yearly goals and objectives. Completes the performance evaluations for the team members.Reviews customer complaints, tracks complaint resolution, and handles complex escalated customer issues.Oversees accounts and identifies their potential for development. Helps qualify the customer and the revenue potential for appropriate account placement with the aid of upper management.Gathers and prepares required information for formal quotation including, but not limited to, drawings, sample parts, technical data, and material sources for submittal to Boyd Estimating and assist with the preparation of formal quotation packages for customer review.Analyzes and reports on all quote activity to ensure appropriate follow up on all identified opportunities.Develops new prospect/customer relationships to achieve business targets.Ensures the customer solutions team is actively and accurately:Entering and submitting quote requestsAuditing orders received for price, quantity, delivery, revision levelLooking for efficiencies within the quote process to NP IntroductionAuditing orders received for price, quantity, delivery, revision levelInform customer of price, shipping date, anticipated delays, and any additional information needed by customer.Coordinating of Prototype ordersCheck inventory levels and notify material department of orders that would deplete stock levelsProgram management of new products and/or content to the organization through the appropriate prescribed process flow. Oversees new programs from inception to implementation.QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.Basic (Required) Qualifications:Bachelor’s degree or equivalent relevant work experienceA minimum of four (4) years of experience managing a customer service/solution teamA minimum of eight (8) years of direct customer service experienceBoyd Thermal by Eaton will not consider applicants for employment immigration sponsorship or support for this position. This means that Eaton will not support any CPT, OPT, or STEM OPT plans, F-1 to H-1B, H-1B cap registration, O-1, E-3, TN status, I-485 job portability, etc.No relocation benefit is offered for this position. Only candidates residing within the immediate area of Woburn, MA (50 miles) will be considered for this position.Position Criteria:Global teamwork and communication, collaboration with cross functional peers in Customer Operations, Sales Operations, Marketing, and SalesUse of current sales and marketing analytics (as well as his/her business knowledge)Business process orientation (metric driven), actively seeks ways to trend and analyze external and internal market dataWell-developed time management and communication skills, self-motivatorFrequent communication with current and prospective customers via phone and emailLANGUAGE SKILLSAbility to read, analyze, and interpret common technical journals, financial reports, and legal documents. Have the ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write memos and letters that conform to prescribed style and format. Have the ability to effectively present information to top management, sales groups, engineers, and/or customers.MATHEMATICAL SKILLSAbility to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.REASONING ABILITYAbility to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.PHYSICAL DEMANDSReasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.Base Compensation $90,000 - $100,000 bonus eligibleInterview Requirements and Candidate Privacy NoticeAll positions may require participation in video and in-person interviews as part of the hiring process. All candidates will be evaluated based on job-related competencies, and all candidates’ privacy rights and data security will be protected in accordance with applicable laws.All Job Posting LocationsWoburnRemote TypeOn-SiteEEO StatementWe are committed to ensuring equal employment opportunities for all job applicants and employees.Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.Eaton believes in second chance employment. Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history, consistent with the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act and other local laws.You do not need to disclose your conviction history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Eaton is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.AccommodationsTo request a disability-related reasonable accommodation to assist you in your job search, application, or interview process, please call us at 1-800-836-6345 to discuss your specific need. Only accommodation requests will be accepted by this phone number.