Customer Solutions Manager

JOB TITLE: Customer Solutions Manager

Customer Solutions Manager

Summary Serve as the primary contact for assigned customers (OEMs, prime suppliers, and internal stakeholders), managing inquiries, resolving quality issues, reporting job status and performance, and driving continuous improvement to meet customer needs and company goals.

Key Responsibilities

• Act as the company focal point for assigned customers, handling all interactions, external communications, inquiry resolution, quality and any other customer required requests or metrics.
• Coordinate directly with production planners and customers on delivery schedules, on-time delivery (OTD), bottlenecks, and gaps.
• Track and communicate status of open customer items including pricing/quotation requests, new product introductions/qualifications, quality nonconformances (NCs), and requested process changes (PCRs).
• Work with Account Management to prepare and present quotations and responses; maintain accurate pricing lists and follow-up records.
• Manage administrative set-up and data for new and existing customers and maintain a working understanding of each customers’ key systems and processes.
• Collect and report on internal and external customer performance metrics; identify strengths and improvement opportunities.
• Proactively pursue additional business within assigned accounts and provide weekly opportunity/status updates.
• Manage the commercial cycle from quotation and PO processing through billing and collections as needed.
• Attend customer and production meetings to capture requirements, provide commitments, and collaborate with Operations and Logistics to drive orders through the factory to meet OTD.
• Recommend cross-functional improvements and systems to enhance quality, capability, and capacity.

Work Environment & Travel

• Primarily standard office environment that may involve moderate office equipment noise.
• Occasional out-of-town travel for training, regional alignment and meetings.

Requirements

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Knowledge, Skills, and Qualifications

· Proven Microsoft Office Suite skills

· Organized and self-disciplined

· Demonstrated excellent oral and written communication skills

· Must work well with others

· Display a high degree of accuracy and have exemplary attendance

Work Experience

5 years’ experience in quality, supplier management, and sales

Semiconductor or Contract Manufacturing industry experience preferred

MSR-FSR is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status.

COMPETENCIES:

· Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

· Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

· Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.

· Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.

· Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

· Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.

· Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

· Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

· Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

· Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

· Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.

· Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.

· Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

· Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.

· Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

· Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

· Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

· Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

· Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.

· Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly. Promotes a cooperative Safety Team environment culture of mutual support.

· Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

· Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

· Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

· Occasionally (less than 1/3 of the job)

· Frequently (1/3 to 2/3 of the job)

· Continually (more than 2/3 of the job)

• Occasionally required to stand.
• Frequently required to walk.
• Frequently required to sit.
• Continually required to talk or hear.

• Occasionally work near moving mechanical parts
• Occasionally work around fumes, airborne particles, or toxic chemicals
• While performing the duties of this job, the noise level in the work environment is usually moderate.
• Must be able to wear personal protective equipment, including protective eye wear, hard hat, gloves, steel-toed shoes, and hearing protection.

· Work may require the ability to lift 10-20 pounds infrequently

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• 401K
• Life Insurance
• Flexible Spending Accounts (FSA)
• Disability Insurance
• Paid Time Off
• Training & Development