Manager, Customer Service

pSemi Corporation is a Murata company driving semiconductor integration. pSemi builds on Peregrine Semiconductor's 30-year legacy of technology advancements and strong IP portfolio but with a new mission-to enhance Murata's world-class capabilities with high-performance semiconductors. With a strong foundation in RF integration, pSemi's product portfolio now spans power management, connected sensors, optical transceivers, antenna tuning and RF frontends. These intelligent and efficient semiconductors enable advanced modules for smartphones, base stations, personal computers, electric vehicles, data centers, IoT devices and healthcare. From headquarters in San Diego and offices around the world, pSemi's team explores new ways to make electronics for the connected world smaller, thinner, faster and better.

Job Summary

The Manager, Customer Servicestrengthens all aspects of Sales Customer Service and Sales Operation team by creating, developing, promoting, and supporting effective operations of Sales Customer Service and Sales Operation teams. The assignments include, but not limited to, managing the Customer Service team, developing new sales channels through our parent company world-wide, and building stronger relationship with direct and indirect customers together with the field Sales team. By identifying and applying the most effective methodology, this position will lead a variety of projects, such as system integration and development of effective business process flows.

Roles & Responsibilities

This position has responsibility for:

• Manage and support any aspects of customer service issues and projects where needed
• Manage Contracts, Terms and Conditions and Agreements. Will work to resolve any contract dispute
• Promote and improve customer satisfaction. Identify and represent Voice of Customer (V.O.C.) for direct and indirect customers
• Manage Customer Service (C.S.) Team to ensure order management and delivery processes are followed. Coach and mentor the team members as needed.
• Escalation point for pSemi's customers and Extended Sales Channel (Reps. & authorized distributors)
• Monitor workload and allocate proper resources for CS team. Develop tools as needed
• Manage Constrain and Customer Allocation by working closely with Sa le s, Marketing, and authorized Distributors. If shortages, work towards resolution with Supply Chain.
• Proactively monitor customer Forecast, Orders, and Inventory and ensure prompt delivery without interruptions to customers' production
• Develop an effective Order Management process by focusing on simplification and automation
• Create measurements that increase Customer Satisfaction
• Manage Sales Channel transition through Murata Overseas Affiliate (O.S.A.) by working closely with pSemi and Murata Sales . The process includes but not limited to order and forecast automation, shipping logistics, special requirements (examples, logo/branding, documentations, custom labels), and Murata system maintenance.
• Supervise and maintain inter-company transfer price and profitability, directed by Murata H.Q.
• Participate in forecasting process when needed to capture Actual Orders and Inventory assumption correctly.
• Identify abnormalities and trends to order patterns
• Oversee export compliance for pSemi's product/technical data shipments

Competency Requirements

In order to perform the job successfully, an individual should demonstrate the following competencies:

• Championing Customer Needs : Calls attention to issues that impact customer satisfaction; views thing from the perspective of customers; encourages people to think about customers when making decisions
• Delegating Responsibility : Provides people with clear objectives and allows them to take ownership for their goals; gives people a mix of tasks that challenge but do not overwhelm them; acts as a resource people can utilize to help accomplish their goals
• Delivering High Quality Work : Critically reviews work processes to ensure quality; addresses problems that could impact quality; makes sure project deliverables and services meet all requirements and expectations; does not make the same mistakes twice
• Demonstrating Initiative : Takes action on his/her own without being prompted; handles problems independently; able to resolve issues without relying on extensive help from others; does more than is expected or asked
• Developing Talent : Invests time and resources into building the capabilities of team members; helps people define career goals and establish development plans to achieve them; gives people constructive, developmental feedback and advice

Minimum Qualifications (Experience and Skills)

• 10+ years of experience in Sales Operation or Customer Service related filed
• 5+ years of Management Experience
• Excellent communication and customer service skills
• Experience in Sales Order Management system/ERP software
• Proficient in Microsoft Office and Excel
• Strong abili ty to organiz e ' and prioritize work and p r ovide solutions to problems as they a r ise and meets deadlines
• Collaborates well with other departments/cross-functional teams to accomplish goals
• Ability to provide feedback/coach i ng and mentorship to the account rep / employees team
• Motivates the team by sett i ng a good example and providing strong leadership and ab i lity to make decisions
• Flexibility to work with global customers in different time zones

Preferred Qualifications

• Experience with Oracle ERP
• High attention to detail
• Ability to work in a fast-paced environment
• Experience in high tech industry

Education Requirements

• Bachelor's degree in business Administration or Finance/Accounting. M.B.A preferred

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

pSemi Corporation supports a diverse workforce and is committed to a policy of equal employment opportunity for applicants and employees. pSemi does not discriminate on the basis of age, race, color, religion (including religious dress and grooming practices), sex/gender (including pregnancy, childbirth, or related medical conditions or breastfeeding), gender identity, gender expression, genetic information, national origin (including language use restrictions and possession of a driver's license issued under Vehicle Code section 12801.9), ancestry, physical or mental disability, legally-protected medical condition, military or veteran status (including "protected veterans" under applicable affirmative action laws), marital status, sexual orientation, or any other basis protected by local, state or federal laws applicable to the Company. pSemi also prohibits discrimination based on the perception that an employee or applicant has any of those characteristics, or is associated with a person who has or is perceived as having any of those characteristics.

Note: The Peregrine Semiconductor name, Peregrine Semiconductor logoand UltraCMOS are registered trademarks and the pSemi name, pSemi logo, HaRP andDuNE are trademarks of pSemi Corporation in the U.S. and other countries. All other trademarks are the property of their respective companies. pSemi products are protected under one or more of the following U.S. Patents: http://patents.psemi.com