Director of Customer Service

At Cree, we’re always on. We believe that meaningful change happens through sheer force of will and the determination of a team solving a problem, and we’re unafraid to kick down the door to make it happen.

Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers for $500m LED semiconductor business. Manages all facets of customer service including participating in the resolution of customer concerns and defining and developing a customer contact strategy.

• Manages a world-wide team of Customer Service engaged in new orders, product details, shipping information and other related inquiries from Cree customers.
• Demonstrates strong leadership skills through teamwork, effective delegation, employee development, personal development, etc.
• Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.
• Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.
• Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved.
• Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
• Responsible for developing and ensuring the team meets/exceeds customer service metrics.
• Determines work procedures, prepares work schedules, and expedites workflow of team members responsible.
• Works with internal Cree groups to obtain information to service customer inquiries or obtain technical data.
• Evaluates requests for special pricing.

Supervisory Responsibilities

• Directly supervises 4-5 managers and supervisors in Customer Service Department.
• Responsible for 30+ worldwide headcount.

• Bachelor’s Degree
• 10 - 15 years experience in customer service or related activity. Must have experience with $200m+ size business.
• Proven ability to “rethink” Customer Service in order to drive excellence.
• Experience in operationalizing an organization.
• Must have proven experience leading global matrix team.