Global Customer Support Supervisor

at  Shellback Semiconductor Technology LLC

YOUR IMPACT

We are seeking a highly motivated, detail-oriented leader with exceptional communication and organizational skills, capable of thriving in a fast-paced, high-pressure global environment. You will manage a high volume of customer interactions, balancing administrative tasks and strategic oversight, ensuring customer satisfaction while maintaining operational efficiency across time zones.

SKILLS/QUALIFICATIONS

• Must have at least 5yrs. experience in Customer Service and Manufacturing environment in the Semiconductor or related industry.
• Strong communication and problem-solving skills, with the ability to effectively interact across cultural and language barriers.
• Outstanding written and verbal communication skills with good understanding of management practices and techniques.
• Excellent leadership and interpersonal skills.
• Proven leadership and organizational skills to manage a team and ensure efficient workflow.
• High attention to detail and timeliness, capable of managing multiple tasks and prioritizing customer needs.
• Ability to work collaboratively across multiple departments.
• The ability to remain patient and calm during stressful situations
• The ability to work well under severe pressure and to handle criticism well
• Strong report-writing and presentation skills
• Proficient in Microsoft Office Suite; familiarity with ERP systems like Syteline and NetSuite, and CRM platforms like Salesforce, is preferred.

EDUCATION/TRAINING

• Must have experience in a high-tech manufacturing environment.
• Must possess an understanding of customer service specific processes: Quoting, Order Entry, RMA, Field Service Invoicing
• Must have knowledge and understanding of BOM, Purchase Order, Capital Equipment, Upgrades
• An associate or bachelor’s degree is a plus, but not required.

ABOUT THE ROLE

SHELLBACK Semiconductor Technology is offering an exciting opportunity for a Global Customer Service Supervisor. This role is pivotal in ensuring world-class customer support for our global customer base. As a Global Customer Service Supervisor, you will lead a team and collaborate with various departments to drive operational efficiency and maintain seamless customer experiences across different regions. You will play a critical role in managing the end-to-end customer service process and supporting our Sales team and Product Management.

KEY RESPONSIBILITIES

• Lead the customer service team in providing exceptional customer support via phone and email
• Ensure the team processes orders efficiently and provides timely responses to customer inquiries.
• Oversee the order lifecycle from quotation to delivery, ensuring smooth coordination with internal departments and external stakeholders.
• Provide price quotations, process customer orders, tracking customer interactions, returns, and backorders.
• Hire and train new customer service staff members, brainstorm ways to streamline the customer service process and host meetings with their team to answer questions or implement new department policies.
• Work with Technical Support team to provide customers with technical and product information
• Maintain close collaboration with:
• Global Customers and their representatives
• Sales Team and Senior Management
• Manufacturing and Operations (including Planning, Procurement, Quality, and Logistics)
• Finance, Product Management, and Technical Support teams

ADDITIONAL RESPONSIBILITIES

• Monitor and respond to all customer inquiries through various communication channels (phone and email), resolving issues efficiently.
• Track order statuses and update customers regularly on shipment progress, delivery dates, and any potential delays.
• Collaborate with the procurement team to resolve stock shortages and manage late purchase orders.
• Support the handling of Return Material Authorizations (RMA) for warranty replacements and repairs.
• Assist Product Managers in updating pricing and inventory availability globally.
• Continuously update the open order report to ensure timely fulfillment and delivery.
• Provide weekly and monthly reports and surveys
  Requirements: