Analysis Skills, Backlog Prioritization, Business Operations, Business Strategy, Change Requests/Orders, Coaching, Continuous Improvement, Corrective Action, Customer Experience, Customer Relations, Customer Satisfaction, Customer Service Management, Customer Service Operations, Customer Support/Service, Distribution Management, Establish Priorities, Finance, Leadership, Maintain Compliance, Mentoring, Order Management, Performance Management, Pricing, Process Development, Process Improvement, Request for Proposals (RFP), SAP, Sales, Service Level Agreement (SLA), Standard Operating Procedures (SOP), Supply Chain, Team Lead/Manager, Team Player
Customer Service Manager
Job 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
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MACOM Technology Solutions Holdings Inc