The Director of Customer Service is responsible for the overall direction, performance, management and processes and innovation across the Cree | Wolfspeed’s customer service department. The overall focus of this role is to lead a team that will deliver high quality service to internal and external customers exceeding benchmark levels of efficiency and service levels with the best in class level of professionalism.
Essential Duties & Responsibilities:
+ Manages a world-wide team of Customer Service engaged in new orders, product details, shipping information and other related inquiries from Cree customers.
+ Demonstrates strong leadership skills through teamwork, effective delegation, employee development, personal development, etc.
+ Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.
+ Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.
+ Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved.
+ Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
+ Responsible for developing and ensuring the team meets/exceeds customer service metrics.
+ Determines work procedures, prepares work schedules, and expedites workflow of team members responsible.
+ Works with internal Cree groups to obtain information to service customer inquiries or obtain technical data.
+ Evaluates requests for special pricing.
+ Bachelor’s Degree
+ 10 - 15 years’ experience in customer service or related activity. Experience with a $200m+ size business is preferred.
+ Ability to “rethink” Customer Service to drive excellence.
+ Experience in operationalizing an organization.
+ Leading global matrix team is preferred
+ Analytical skills; ability to translate sales and order information into actionable business guidance
+ Strong interpersonal communication skills and excellent public presentation skills
+ Must be willing to travel for work as needed
This role may require additional duties and/or assignments as designated by management.
At Cree | Wolfspeed, we’ve spent more than 30 years developing industry firsts as a leader in wide bandgap semiconductor technology. Not familiar with all of our products? That is because we are a part of the invisible revolution; if we do our job right you will never know we were there. Our products make impossible possible like our LEDs that power cities to our Silicon Carbide (SiC) and Gallium Nitride (GaN) components that power electric vehicles, solar energy, telecommunications and industrial, military and aerospace solutions.
We believe in enabling the world to do more with less. That’s why we encourage each other to think unconventionally, take ownership and solve real problems. Interested in a career at Cree | Wolfspeed? We want to meet you. Submit your application now.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Requisition ID: 2020-8669
External Company Name: Cree, Inc
External Company URL: www.cree.com
Street: Cree, Inc., c/o Shared Services