Customer Service Manager

Shenzhen, Guangdong
Permanent
Full-time

3 days ago

MACOM designs and manufactures semiconductor products for Data Center, Telecommunication and Industrial and Defense applications. Headquartered in Lowell, Massachusetts, MACOM has design centers and sales offices throughout North America, Europe and Asia. MACOM is certified to the ISO9001 international quality standard and ISO14001 environmental management standard.MACOM has more than 65 years of application expertise with multiple design centers, Si, GaAs and InP fabrication, manufacturing, assembly and test, and operational facilities throughout North America, Europe, and Asia. Click here to view our facilities. In addition, MACOM offers foundry services that represents a key core competency within our business.MACOM sells and distributes products globally via a sales channel comprised of a direct field sales force, authorized sales representatives and leading industry distributors. Our sales team is trained across all of our products to give our customers insights into our entire portfolio.MACOM is an Equal Opportunity Employer.We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital status or veteran status or any other legally protected status.Customer Service ManagerJob Purpose
The Customer Service Manager is responsible for leading the customer service function to deliver exceptional customer experience while supporting MACOM's commercial and operational objectives. This role oversees day-to-day customer service operations, ensures pricing and order management accuracy, and acts as a key interface between customers, Sales, Business Operations, and Product Lines. The position also plays a critical role in team leadership, capability development, and process excellence.Main Duties and Responsibilities:

Leadership & Team Management
Lead, coach, and develop the Customer Service team, including performance management, training, and mentoring of team members
Provide clear directions, set priorities, and ensure consistent execution of customer service standards
Foster a collaborative, accountable, and customer-focused team environment
Serve as escalation point for complex customer issues, pricing disputes, and operational challenges Customer & Order Management
Oversee order management activities, including new orders, change orders, sample orders, returns, and credit/debit transactions, ensuring accuracy and compliance with internal policies
Ensure proactive management of customer backlogs and effective handling of reschedule requests to align with supply chain and business priorities
Manage workload distribution to consistently meet internal SLAs and external customer commitments
Oversee customer Requests for Quotation (RFQs), ensuring pricing accuracy, historical analysis, and proper application of special terms

Cross-Functional Collaboration * Act as a key liaison across Sales, Supply Chain, Finance, Product Lines, and Business Operations

Influence stakeholders across different functions and personality types to align on shared business goals
Support regional and corporate initiatives by ensuring customer service alignment with broader business strategies
Process Improvement & Governance
Drive continuous improvement initiatives to enhance efficiency, accuracy, and customer satisfaction
Ensure consistent use of SAP and adherence to standard operating procedures
Identify process gaps, risks, and improvement opportunities, and lead corrective actions

Support audits, compliance activities, and internal controls as required

Key Competencies Required:

Strong people leadership and coaching capabilities
Advanced customer relationship management skills
Sound decision-making, prioritization, and time-management abilities
Solid business acumen with understanding of pricing, margins, and operational trade-offs
Ability to influence without authority and manage complex stakeholder interactions
Excellent verbal, written, and interpersonal communication skills
Strong problem-solving mindset with a proactive, solution-oriented approach
Proficiency in Microsoft Office Suite
Strong working knowledge of SAP

Minimum Qualifications:

Bachelor's degree (or equivalent)
12+ years of customer service, with prior people-management or team-lead experience preferred

MACOM

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