Customer Service Manager

Role and Job summary

• This role combines customer relationship management (CRM), project coordination, and strategic input to support business growth and client satisfaction.
• Identify and coordinate opportunities for improvements as part of enhancing customer experience.
• Primary liaison between customers and internal teams (primarily Business Development and Planning; secondary Ops/Quality/Technology Development), ensuring all of customer's concerns are addressed, projects are followed up on time, within scope, and aligned with Polar's objectives.
• Develop support strategy and escalation procedures and training associates.

Key responsibilities

• Serve as the main point of contact for customers (in Production) accounts.
• Spend quality time with customers to promote customer centricity.
  • Manage deliverables across departments (cross-functional engagement) that often require working with IT, Finance, Business Development, Technology Development, Planning, Quality, Purchasing, and Operations teams (Industrial Engineering, Production).
• Spend time gathering information to enable best way to respond to customers by attending or initiating meetings:
  • Manage QBR and SBR meetings with customer(s) and follow up on actions (1 hr/week)
  • Daily Production meeting (5 hrs/week)
  • Line Yield meeting (1 hr/week)
  • CRM and CCM (2 hrs/week)
  • Operations recovery meetings (3 hrs/week)
  • Key Technology Development meetings - SG8 and 1200V IGBT (2 hrs/week)
  • Project coordination:
    • Edge exclusion (1 hr/week)
    • New PI qualification (1 hr/week)
    • New equipment qualification coordination (1 hr/week)
    • Projected ship date vs. Planned demand date (need basis)
    • Wafer bank (need basis)
  • Backup for:
    • Customer Service representatives' tasks (2-3 hrs/week)
    • Customer contract revisions (need basis)
    • Customer interface for new business development (need basis)
• Present briefs, proposals, and progress reports to customers - including managing customer portals, order management and backlog reduction, Demand vs. Commit updates etc.

Qualifications, Requirements, Skills

• Local to MN, onsite.
• BS in Business, Communications, or related field, any Engineering discipline.
• Minimum 5 years of experience in account management, customer services, or project coordination in a manufacturing company (preferably hi-tech like semiconductors, medical devices etc.).
• Understand client goals, industry, and competitive landscape.
• Strong communication and interpersonal skills.
• Excellent organizational and multitasking ability, Project coordination skills.
• Familiarity with CRM platforms and PM tools.

What We Offer

Salary: The estimated base salary range for the position is $115,000-$145,000. The pay offered is based on many factors including, but not limited to, relevant education, job-related experience, skills and level of the position.

Benefits & Other Eligible Compensation: Includes health, dental, vision, disability and life insurance, 401(k) plan with company match, paid time off, annual bonus, and tuition reimbursement.

Polar Semiconductor is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, veteran status, or any other status protected by the laws or regulations in the locations where we operate.

About Minneapolis/St. Paul Area

Our offices and manufacturing facility are located in Bloomington, Minnesota, a suburb of Minneapolis. Living in the Minneapolis / Saint Paul area offers a strong sense of community, a vibrant arts and music scene, and abundant outdoor activities year-round. The city boasts a lower cost of living than many major metros, excellent parks and lakes, and a well-educated workforce with diverse job opportunities. Its distinct seasons bring variety, from colorful autumns to lively summers filled with festivals and waterfront activities.