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Founded in 1947, Bourns is a leading manufacturer of electronic components, serving customers worldwide across automotive, industrial, communications, consumer, medical, and other markets. Our commitment to innovation, quality, and customer service has made us a trusted partner throughout the electronics industry.
Bourns Inc. is seeking an experienced Customer Service Manager to lead our ECS Customer Service Organization. This strategic leadership role is responsible for overseeing customer service and inside sales operations, driving service excellence, developing talent, and strengthening relationships with customers, distributors, sales teams, and cross-functional business partners.
The ideal candidate is a customer-focused leader with strong business acumen, experience managing customer service operations, and a passion for developing high-performing teams.
What You'll Do
Leadership & Team Development
- Lead and develop customer service and inside sales professionals, including remote and international team members.
- Establish departmental goals, monitor performance, and drive continuous improvement initiatives.
- Coach, mentor, and develop employees to support professional growth and succession planning.
- Set and monitor quarterly objectives and provide ongoing performance development support.
Customer Service & Operational Management
- Direct all customer service functions including order processing, customer inquiries, web-based support, sample requests, and sales support activities.
- Oversee systems and processes related to EDI, SAP, Sales Cloud, and customer service operations.
- Monitor operational performance metrics and implement improvements to enhance efficiency and customer satisfaction.
- Respond to customer escalations and collaborate with sales teams to support strategic accounts.
Strategic Planning & Business Partnership
- Develop and implement short- and long-term departmental strategies and objectives.
- Manage departmental budgets and monitor performance against established goals.
- Partner with Product Management, Sales, Distributors, Manufacturer Representatives, and other business groups to improve service delivery and customer experience.
- Lead customer feedback initiatives, including administration of the biennial customer survey.
Systems & Process Improvement
- Serve as a key liaison with Information Technology teams to support system enhancements and issue resolution.
- Maintain customer data, cross-reference databases, and Sales Cloud information to support business growth.
- Develop reporting, dashboards, and analytical tools to support management decision-making and service improvements.
What We're Looking For
Education
- Bachelor's degree in Business or a related field preferred.
- Equivalent combination of education, training, and experience may be considered.
Experience
- 5 to 7 years of experience in technical sales, customer service leadership, or a related function within the electronics industry preferred.
- Demonstrated experience leading teams and driving operational improvements.
- Experience managing customer-facing processes and service performance metrics.
Skills & Qualifications
- Exceptional leadership, communication, and interpersonal skills.
- Strong customer service orientation with a commitment to delivering outstanding customer experiences.
- Proficiency with Microsoft Office applications, particularly Excel, Word, and PowerPoint.
- Experience with SAP, Sales Cloud, CRM systems, or similar business applications preferred.
- Strong analytical abilities and experience creating reports, presentations, and business insights.
- Ability to manage multiple priorities in a fast-paced environment.
Why Join Bourns?
At Bourns, you'll join a global organization known for innovation, quality, and customer commitment. We offer the opportunity to make a meaningful impact while working alongside talented professionals in a collaborative and growth-oriented environment.
What We Offer
- Competitive compensation and benefits package
- Hybrid work environment
- Professional development and career growth opportunities
- Collaborative culture focused on innovation and customer success
- Opportunity to lead a high-impact customer service organization
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Hiring Range - $80,000 - $90,000
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