Senior Manager Customer Service at Infineon Technologies AG Australia

Andover, Massachusetts, United States -

Full Time

Start Date

Immediate

Expiry Date

12 Feb, 26

Salary

0.0

Posted On

14 Nov, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Team Management, Communication, Organizational Skills, Data-Driven Decision Making, Problem Solving, Process Optimization, KPI Development, Strategic Planning, Leadership Development, Market Analysis, Collaboration, Change Management, Business Continuity, Customer Relationship Management, Sales Alignment

Industry

Semiconductor Manufacturing

Description

Enable the customer service team to manage day-to-day customer communications including: quotes, orders, return requests, escalations (pricing, pull-in's, push out's, cancelations), and quality issues Manage and develop the customer service team to achieve individual and team targets while ensuring 100% business continuity around customer services core responsibilities Partner with marketing to ensure alignment and communication around our G2M product strategy to ensure we provide one message to the customer and sales Partner with other HiRel functions, IT, and Infineon teams to as needed to drive our G2M strategy forward Deploy people, tools and process effectively to enable a best in class quote and order entry performance in terms of timeliness,efficiency, and business intelligence Define and execute a customer service strategy that builds a stronger understanding of the customer needs to better contribute to the overall G2M strategy Understand strategic and key customer needs in terms of product mix and key programs to be able to adapt our customer service strategy to maximize business results Build a high-performing customer service team by identifying leadership potential, fostering career development, and building a bench Streamline and continuously optimize our customer service processes to improve efficiency, enhance accountability, improve business results,and improve response time to customers Develop and regularly monitor key KPI's in terms of quote and order volume, response time, and critical portfolio changes (ie..price, newproduct, etc..) Be able to articulate our G2M strategy and value to our customers to Sr. Leadership internally and externally Instill a speak-up culture of excellence, innovation, and resilience within your team Drive an intense focus around connecting open opportunities to quote to bookings to ensure we capturing and maximizing our market share Establish and foster Sr. level relationships at our strategic customers procurement teams Establish a long-term optimal organization, identify steps to get there, and drive the necessary actions to get us there Experience communicating and presenting to executive leadership around complex topics Experience making data-driven decisions and effectively use key performance indicators to measure success Ability to come up with simple solutions to complex problems with minimal direction Strong communication, organizational, and prioritization skills A can-do attitude, consistent follow through, resourcefulness, and attention to detail Ability to manage change to result in positive outcomes Ability to manage complex topics and execute to against a clear action plan 15+ years of experience in customer service and/or inside sales preferably in semiconductors 5+ years of management experience in customer service and/or inside sales Bachelor's degree in related field of study We are on a journey to create the best Infineon for everyone. This means we embrace diversity and inclusion and welcome everyone for who they are. At Infineon, we offer a working environment characterized by trust, openness, respect and tolerance and are committed to give all applicants and employees equal opportunities. We base our recruiting decisions on the applicant´s experience and skills.

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Responsibilities

Manage and develop the customer service team to handle day-to-day customer communications and ensure business continuity. Define and execute a customer service strategy that aligns with the overall go-to-market strategy and enhances customer understanding.