Manager Customer Service

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If working for an organization with a long history of technological innovation and high advancement potential in a supportive, collaborative, and positive work environment are top considerations for your next career move, then you need to look at the opportunities rns was founded 75 years ago with the guiding principles of providing breakthrough technology solutions, high-quality products, responsive service, and exceptional value.

Those principles still hold true today and have instilled a culture that is committed to excellence and ethical operations. As a leading provider of advanced components for power conversion, circuit protection, and motion control sensing solutions, Bourns employs more than 9,000 people in 21 countries and operates 17 manufacturing centers and 15 R&D facilities. Our customers and partners rely on Bourns to meet strict design requirements and satisfy international standards in a broad range of industries and applications.

We achieve this stature because Bourns employees excel in the development of new products and continuous improvement processes that keep the company a global leader in delivering outstanding service.

Founded in 1947, Bourns is a leading manufacturer of electronic components, serving customers worldwide across automotive, industrial, communications, consumer, medical, and other markets. Our commitment to innovation, quality, and customer service has made us a trusted partner throughout the electronics industry.

Bourns Inc. is seeking an experienced Customer Service Manager to lead our ECS Customer Service Organization. This strategic leadership role is responsible for overseeing customer service and inside sales operations, driving service excellence, developing talent, and strengthening relationships with customers, distributors, sales teams, and cross-functional business partners.

The ideal candidate is a customer-focused leader with strong business acumen, experience managing customer service operations, and a passion for developing high-performing teams.

• Lead and develop customer service and inside sales professionals, including remote and international team members.
• Establish departmental goals, monitor performance, and drive continuous improvement initiatives.
• Coach, mentor, and develop employees to support professional growth and succession planning.
• Set and monitor quarterly objectives and provide ongoing performance development support.

• Direct all customer service functions including order processing, customer inquiries, web-based support, sample requests, and sales support activities.
• Oversee systems and processes related to EDI, SAP, Sales Cloud, and customer service operations.
• Monitor operational performance metrics and implement improvements to enhance efficiency and customer satisfaction.
• Respond to customer escalations and collaborate with sales teams to support strategic accounts.

• Develop and implement short- and long-term departmental strategies and objectives.
• Manage departmental budgets and monitor performance against established goals.
• Partner with Product Management, Sales, Distributors, Manufacturer Representatives, and other business groups to improve service delivery and customer experience.
• Lead customer feedback initiatives, including administration of the biennial customer survey.

• Serve as a key liaison with Information Technology teams to support system enhancements and issue resolution.
• Maintain customer data, cross-reference databases, and Sales Cloud information to support business growth.
• Develop reporting,…