Senior Customer Service Supply Chain Management Specialist

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Westborough, MA, US

30+ days ago Requisition

Salary: $ Annually

LG Energy Solution (LGES) is one of the world's largest lithium-ion battery manufacturers with a market-leading position in advanced batteries for grid-scale, residential storage, automotive and consumer/IT applications. Our advanced lithium-ion battery technology is the product of accumulated experience in the development and production of mobile batteries and large format batteries for automotive and energy storage systems (ESS). LG Energy Solution's commitment to technology leadership coupled with efficient and high-quality manufacturing processes produces batteries that exhibit the highest levels of safety, performance and reliability.

For more information about LG Energy Solution's ESS Battery, please visit  .

The Senior Customer Service Supply Chain Management Specialist is a new position created by LG Energy Solution’s rapid growth within the North American residential battery market. Reporting to the Residential CS team Leader the Sr. CS SCM Specialist will be responsible for ASC (Authorized Service Center) management, Logistics planning, cost control and other CS tasks as designated by the Team / Part Leader.

These activities include but are not limited to:

• Build, nourish, and enhance connections with Authorized Service Centers (ASC) by establishing, maintaining, and developing relationships.
• Periodic (Daily, Weekly, Monthly, etc.) review and evaluation of KPI (Key Performance Index) for the ASC and logistics 3 rd parties
• Assess the ASC's performance and identify areas where corrective action can be taken to improve it.
• Manage ASC labor/material cost, storage and freight costs and validate for electronic approvals
• Apply the CS strategy plan of HQ and US subsidiaries to ASC, set goals, and evaluate periodically.
• Forecast ASC material demand, secure from HQ and suppliers to minimize downtime for ASC and customers
• Review and analyze to validate the accuracy of ASC/ERP/System data to improve operations.
• Improve and implement new processes that meet the business needs
• Identify potential areas for improvement and take necessary measures to ensure that Key Performance Indicators (KPIs) are met.
• Periodically, it is required to report the status of ASC / RMA to the management.
• Establish effective relationships with key personnel in Korea and the US team.
• Establish a set of evaluation criteria and conduct periodic ASC audits to ensure the performance and accuracy of the system.
• Develop an understanding of the NA residential battery market including key markets, competitors, and technologies. Become familiar with battery systems and the main elements of an integrated energy storage system.
• Develop and implement mid-to-long-term logistics strategies to support business growth.
• Optimize distribution networks, warehouse operations, and transportation planning.
• Lead cost-reduction initiatives while maintaining service quality.
• Design and manage inventory control policies to balance service levels and working capital.
• Coordinate with 3PL/4PL partners to ensure performance, compliance, and continuous improvement.
• Forecast demand and align logistics capacity planning with sales and production teams.
• Implement sustainability initiatives in logistics (eco-friendly packaging, green transportation, carbon footprint reduction).
• Oversee end-to-end customer service processes, ensuring timely and accurate order fulfillment.
• Establish and monitor KPIs for service quality, response time, and customer satisfaction.
• Collaborate with cross-functional teams to resolve escalations and improve service workflows.
• Identify opportunities for automation and digitalization in logistics and CS operations.
• Drive continuous improvement projects to enhance efficiency and reduce operational risks.
• Benchmark industry best practices and apply them to company operations.
• All other duties as assigned

Primary

Job Responsibilities:

The successful candidate will be comfortable working within a North American regional organization with support from LGES’s Korea-based associates. Primary responsibilities of the Sr. Operation Specialist include:

• Ensure customer service KPI target is met and take corrective actions as needed
• Drive problem solving and innovative solutions when there is stress of failure within the supply chain
• Manage rolling forecast for demand and supply, and track results to communicate back with HQ
• Manage ASC to discover cost saving opportunities, risk reduction, and work efficiency.
• Develop, prepare, and own the internal reporting deliverables for the team in US and Korea
• Coordinate closely with related HQ and US teams such as accounting, planning, sales, and CS
• Support Ad-hoc reports and tasks required

The successful candidate will…