Customer Solutions Manager: Elevate Order Experience

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

Job summary

Ultra Clean Technology is seeking a Manager, Customer Solutions in Fremont, CA to lead a CSS team through the order lifecycle, partner with Sales, Operations, Engineering, Quality, and Finance, and drive improvements for customer satisfaction and retention.

The role focuses on process standardization, metric analysis, and staffing/workload planning to ensure timely order fulfillment and escalation resolution. Experience in customer service leadership and semiconductor familiarity is preferred.

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

Customer service

Cross-functional collaboration

Education

Bachelor’s degree or equivalent experience

Job description

Ultra Clean Technology is seeking a Manager, Customer Solutions in Fremont, CA to lead a CSS team through the order lifecycle, partner with Sales, Operations, Engineering, Quality, and Finance, and drive improvements for customer satisfaction and retention.

The role focuses on process standardization, metric analysis, and staffing/workload planning to ensure timely order fulfillment and escalation resolution. Experience in customer service leadership and semiconductor familiarity is preferred.