Customer Service Manager

Delta, founded in 1971, is a global leader in switching power supplies and thermal management products with a thriving portfolio of smart energy-saving systems and solutions in the fields of industrial automation, building automation, telecom power, data center infrastructure, EV charging, renewable energy, energy storage and display, to nurture the development of smart manufacturing and sustainable cities. As a world-class corporate citizen guided by its mission statement, “To provide innovative, clean and energy-efficient solutions for a better tomorrow,” Delta leverages its core competence in high-efficiency power electronics and its ESG-embedded business model to address key environmental issues, such as climate change. Delta serves customers through its sales offices, R&D centers and manufacturing facilities spread over close to 200 locations across five continents. Delta has 158 sales offices, 72 R&D centers and 48 manufacturing facilities worldwide.

Throughout its history, Delta has received various global awards and recognition for its business achievements, innovative technologies, and dedication to ESG. Since 2011, Delta has been listed on the DJSI World Index of Dow Jones Sustainability™ Indices for 11 consecutive years. In 2021, Delta was also recognized by CDP with leadership level ratings for its substantial contribution to climate change and water security issues and named Supplier Engagement Leader for its continuous development of a sustainable value chain.

Oversee and manage all incoming orders (Trading and Direct) for the Industrial & Automation Strategic Business Platform. Team is responsible for processing over >$10M/mo in sales orders, with a vast list of technical products, working with regional sales managers, Delta Factories, Distributors, OEM and System Integrators. Organize the team to best meet the needs of Delta and the customers, while hiring, training, and managing team performance.

Job Responsibilities/Objectives

Daily management of customer service team and assigned customer accounts, developing procedures and implement strategies to meet customers' needs and improve service quality.

Oversee processing of sales orders from PO receipt through to invoice payment. Including drop shipments from Delta Factories.

Liaison with all internal departments, especially Purchasing, Planning and Logistics to guarantee our customer commitments are delivered on-time and in-full.

Reports information to Management and Sales Team using Excel functions such as (Spreadsheets, Pivot Tables, VLOOKUP and Charts)

Assist Accounts Receivable teams in resolving outstanding invoice issues

Assist RMA teams on the exceptions to the regular flow

Hire, train and mentor new CS employes, maintain a team-oriented environment where members can excel and grow

Key Competencies: (Delta Leadership Qualities/Functional Competencies….)

• Customer Service and Sales Support Experience
• Team Management/Leadership.
• SAP or similar ERP experience, for processing sales orders, product availability and back order check
• Proficiency with PC and Microsoft Office, Excel proficiency is a must

** The candidate who has these key competencies will actually deliver superior performance on the position

Skills Needed

• Experienced computer software user for multiple platforms. MS Office (Outlook, Excel, Word and Power Point) and ERP systems (SAP preferred).
• Excellent typing and data entry skills; attention to detail and accuracy.
• Effective communication skills, both oral and written, with experience in customer facing exposure.
• Knowledge of management/leadership methods and techniques
• Establish collaborative team atmosphere. Teamwork is a key factor.
• Time management and organizational skills, with ability to prioritize critical tasks.
• Self-motivated, critical thinker, possessing a highly driven, professional mindset towards customer.
• Ability to think strategically, troubleshooting, and multi-tasking skills

Job Qualifications

Minimum Requirements

5+ years experience in customer service or business operations leadership environment .

Preferably in Industrial related area

Preferred qualifications

Industrial Automation/Technology work environment related experience

College degree