Customer Service Manager

Customer Service Manager Job Purpose

The Customer Service Manager is responsible for leading the customer service function to deliver exceptional customer experience while supporting MACOM’s commercial and operational objectives. This role oversees day‑to‑day customer service operations, ensures pricing and order management accuracy, and acts as a key interface between customers, Sales, Business Operations, and Product Lines. The position also plays a critical role in team leadership, capability development, and process excellence.

• Leadership & Team Management
  • Lead, coach, and develop the Customer Service team, including performance management, training, and mentoring of team members.
  • Provide clear directions, set priorities, and ensure consistent execution of customer service standards.
  • Foster a collaborative, accountable, and customer‑focused team environment.
• Customer & Order Management
  • Oversee order management activities, including new orders, change orders, sample orders, returns, and credit/debit transactions, ensuring accuracy and compliance with internal policies.
  • Ensure proactive management of customer backlogs and effective handling of re‑schedule requests to align with supply chain and business priorities.
  • Manage workload distribution to consistently meet internal SLAs and external customer commitments.
  • Oversee customer Requests for Quotation (RFQs), ensuring pricing accuracy, historical analysis, and proper application of special terms.
• Cross‑Functional Collaboration
  • Act as a key liaison across Sales, Supply Chain, Finance, Product Lines, and Business Operations.
  • Influence stakeholders across different functions and personality types to align on shared business goals.
  • Support regional and corporate initiatives by ensuring customer service alignment with broader business strategies.
• Process Improvement & Governance
  • Drive continuous improvement initiatives to enhance efficiency, accuracy, and customer satisfaction.
  • Ensure consistent use of SAP and adherence to standard operating procedures.
  • Identify process gaps, risks, and improvement opportunities, and lead corrective actions.
• Support audits, compliance activities, and internal controls as required.

• Strong people leadership and coaching capabilities.
• Advanced customer relationship management skills.
• Sound decision‑making, prioritization, and time‑management abilities.
• Solid business acumen with understanding of pricing, margins, and operational trade‑offs.
• Ability to influence without authority and manage complex stakeholder interactions.
• Excellent verbal, written, and interpersonal communication skills.
• Strong problem‑solving mindset with a proactive, solution‑oriented approach.
• Proficiency in Microsoft Office Suite.
• Strong working knowledge of SAP.

• Bachelor’s degree (or equivalent).
• 12+ years of customer service experience, with prior people‑management or team‑lead experience preferred.

MACOM is an Equal Opportunity Employer. We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital status, veteran status or any other legally protected status.