Customer Service Senior Manager

Job content

It’s fun to work in a company where people truly BELIEVE in what they’re doing!

We’re committed to bringing passion and customer focus to the business.

If you like wild growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us!

Lumentum is seeking to hire a Customer Service Senior Manager for our Global team.

What do we do?

Lumentum (NASDAQ: LITE) is a market-leading manufacturer of innovative optical and photonic products enabling optical networking and commercial laser customers worldwide. Lumentum’s optical components and subsystems are part of virtually every type of telecom, enterprise, and data center network. Lumentum’s commercial lasers enable advanced manufacturing techniques and diverse applications including next-generation 3D sensing capabilities. Lumentum is headquartered in San Jose, California with R&D, manufacturing, and sales offices worldwide. For more information, visit www.lumentum.com .

It’s fun to work in a company where people truly BELIEVE in what they’re doing!

We’re committed to bringing passion and customer focus to the business.

If you like wild growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us!

Lumentum welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

As a global, multi-cultural company driven by innovation, we are building a diverse and inclusive culture where differences are valued. We are unified in our commitment to live our Guiding Principles: Innovate, Engage, Deliver, Excel, and Win . Our differences make us stronger, more creative, and capable of delivering better results.

What Will You Do?

You Will Work Collaboratively With Both Our Internal And External Customers To Deliver The Desired Customer Experience And Achieve Overall Business Objectives Through Your Team’s Performance Of Daily Activities Which Will Include But Are Not Limited To

As an experienced Customer Service Senior Manager, your team will provide strategic leadership to deliver exceptional service to Lumentum’s global customers, drive strategic programs, and represent Customer Service in cross-functional activities. You will be expected to analyze global operational processes, escalation procedures, and perform training / compliance within your team to ensure alignment. Identifying opportunities for service delivery improvements and value on behalf of your region to add to the customer/clients.

• Manage a customer service team to ensure requests for information, quote, orders, returns or other inquiries are provided with appropriate response or action;
• Ensure all Global Customer Service process and procedures are implemented and followed by the team;
• Be responsible for all audit related activities associated to Revenue Recognition and ISO within your team;
• Manage all facets of customer support, escalations, and retention including participating in the resolution of customer concerns and defining and developing a customer contact strategy with your Regional Sales partners
• Work with internal group leaders – Operations, Finance, Sales, Trade, Legal, Logistics - to resolve any customer issues or concerns;
• Drive a continuous Improvement and a Best in Class Customer Mindset within your team;
• Design and deliver targeted solutions with a high degree of focus on scale and growth, including strategic planning, visioning, talent assessment, change management and team building
• Manage and develop a group of Customer Service professionals that support individual and team growth;
• Ensure that Sales and Customer management is informed of any potential customer issues, and provide a summary and actions to be taken;
• Maintain all required metrics for turnaround time and task completion, as well as all order, quote and RMA processing are monitored and achieved;
• Lead and be responsible for Projects and Programs in your region related to strategic customers, internal metrics and audits, and process improvements;
• Develop a strong working partnership with the Regional Sales Leads;
• Steward our culture valuing diversity, inclusion, and belonging in business practices and strategies
• Participate in activities to maintain a healthy and productive work environment
• Apply the effort and hours required to complete all necessary tasks in the work week.
  

Requirements

• A proven track record of 10-15+ years’ experience in leading and managing a customer service organization & related programs
• Ability to work and lead in a multi-task environment and prioritize individual/team workload based on importance and urgency;
• Ability to lead and develop a Customer Service Team;
• Strong Computer Skills (Microsoft Office as a minimum);
• Oracle based application experience (would be an asset);
• Tableau knowledge and experience (would be an asset)
• Organized, detail oriented and effective in a high-pressure environment;
• Strong problem-solving and negotiation skills;
• Excellent communication, interpersonal and team skills with an ability to present;
• College Diploma or University Degree in Business or related field preferred.
  

How do you get your chance to join?

Please submit your resume in confidence to

• Please note: The status of our jobs may change at any time. For a complete list of our job openings, please visit: https://www.Lumentum.com/en/careers
  

All offers of employment are subject to background checks, appropriate work authorizations, and depending on country, drug screens may be required prior to start date.

As a global employer, Lumentum is proud to be an equal opportunity workplace and an affirmative action employer. Protected categories differ from jurisdiction to jurisdiction but may include race, ethnic origin, color, ancestry, religion, sex, national origin, sexual orientation, gender identity or expression, age, citizenship, marital status, disability, or Veteran status.