Customer Service Manager

ENABLE your future through light.

Excelitas is a global technology leader with more than 7,500 employees, focused on delivering market-driven solutions to fulfill the illumination, optical, detection and imaging needs of OEMs and end-users across the biomedical, semiconductor, industrial, consumer products, scientific, security, defense and aerospace sectors.

ENGAGE with us today and make your contribution to the future! Join the team that leading technology companies turn to for cutting-edge photonic innovation. At Excelitas Technologies you are how we EXCEL.

We are currently seeking a Customer Service Manager who will drive account retention through superior customer responsiveness and attention to detail, perform order management in a complex, fast-paced and diverse enviornment, and provide support to external customers and facilitate internal communications related to order fulfillment and customer requirements.  

Main responsibilities:

• Manage the process of order fulfillment for all customers and supervise Customer Account Representatives
• Responsible to thoroughly read and analyze customer orders and enter into SAP to drive correct signals to procurement, production and planning.
• Administer orders through each phase of development from portal retrieve to order acknowledgement through to final shipment.  Includes communication of technical issues, commercial issues, project milestones, critical path items and payment schedules to customers. 
• Work across the organization to resolve operational issues such as delivery schedules, order revisions, questions, invoicing, and warranty issues. Participate in customer calls as needed.
• Balance workload across all CSRs and backup CSR functions when needed.
• Responsible for customer service processes development, implementation and control. Actively participate in process mapping and process improvement initiatives within the team and as needed throughout the organization.
• Work closely with production planning to ensure customer delivery expectations are met
• Assist as needed to ensure ITAR and Export Control requirements are planned for and met. Assist as needed to develop/provide accurate documentation for domestic and international shipments.
• Responsible for the review and disposition of customer feedback in the SalesForce CRM database.  

Requirements:

• Bachelor’s degree Business, Logistics or Technical discipline.
• 5 or more year’s customer support, inside sales, purchasing or contract administration work experience.
• Previous manufacturing experience required; high-mix, low-volume experience preferred.
• Previous experience using enterprise resource planning (ERP) software and a working knowledge of MRP concepts is required. Experience with CRM like Salesforce is preferred.
• Able to support customers (internal and external) with a pleasant disposition and manner – even when conflicting objectives and priorities are involved.

Benefits start day 1: Medical, Dental, Vision, 401K, Holiday Pay, PAID Maternity/Paternity leave, Tuition Reimbursement, Long-term and Short-term disability.

Pay range: $85,000 - $108,000 annually, depending on experience.

Our facility in Boulder, Colorado, has key functions in Research and Development, Operations, Production, and other disciplines. This facility specialises in the manufacturing of ultra-precision optical components, optical thin film coatings and optical sub-assemblies for demanding applications in lasers, materials processing, instrumentation, life sciences, avionics, and defence.

This site offers capabilities that include substantial design and engineering resources, comprehensive optical fabrication and coating capabilities, advanced assembly technology and an extensive in-house metrology lab.

#LI-FM1

This position requires the use of information which is subject to the International Traffic in Arms Regulations (ITAR) 

Visa sponsorship is not available for any position at Excelitas 

Equal Opportunity/Affirmative Action Employer

Minorities/Females/Disability/Veteran/Gender Identity/Sexual Orientation

Excelitas is seeking leaders and innovators to join our global team!

Visit: https://jobs.excelitas.com/