Manager - Customer Service North America

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9 days old

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JMA is restoring U.S. leadership in wireless technology at a critical time in the transition to 5G. It makes the world’s most advanced software-based 5G platform, designed, coded, and manufactured in Syracuse, NY at the only U.S.-owned 5G factory in the country.
 
Across its global tech centers, JMA makes 5G possible for organizations with the most critical connectivity demands in the world. JMA’s technology is ushering in a new era of connectivity for leading mobile carriers, the most iconic stadiums, major universities, leading healthcare centers, the busiest transit centers, and the U.S. Military.
 
5G is more than another G on your phone — it is a generational opportunity to change the way the world operates. Join the industry’s fastest growing technology company to shape that future today. 

JMA Wireless is looking for a Manager, Customer Service to support our North American business.  Reporting to Director, Global Sales Operations, this role will be responsible for establishing priorities and processes for the Customer Service Team.  The Manager will align the Customer Service team with JMA’s overall business objectives to ensure we provide first-class service to our customers and sales teams with prompt, professional and accurate communication.

Position Responsibilities:

  • Make important day-to-day and overarching, strategic business decisions
  • Ensure that all customer transactions are proper and made in a way that JMA’s interests are protected
  • Partner with Product Line Management, Sales and Marketing to identify strategies for Customer Service team’s extensive customer contact to turn into additional JMA revenue
  • Establish assigned work roles for each member or the North America Customer Service team
  • Understand JMA’s Business Units and their respective customer ecosystems
  • Identify and propose revisions to the current North America Customer Service structure to better suit our customers’ needs
  • Continuously improve processes and systems
  • Drive IT to identify areas for improvement within our Customer Relationship Management, Enterprise Resource Planning and Business Intelligence systems then develop and implement those solutions
  • Become subject matter expert on SAP sales order management, EDI transactions and Power BI reporting
  • Provide Second-Tier Support for major customers & projects
  • Provide JMA expected level of white-glove level of communication and service for major DAS & RAN projects from the point of order entry through equipment delivery
  • Establish and/or attend coordination meetings and Collaborative Planning, Forecasting, and Replenishment (CPFR) meetings with key customers (weekly, monthly or quarterly as needed)
  • Support additional Sales/customer communications during major customer escalations

    • Required Skills & Experience:

  • Bachelor’s degree or equivalent from four-year college and experience managing customer-facing teams for Manufacturing Companies.
  • Ability to distill complex issues to actionable, tactical steps required for resolution.
  • Strong leadership and communication skills in both written and interpersonal settings.
  • Capability to establish solid working relationships with multiple departments.
  • Ability to multitask and manage multiple tasks at once in a fast-paced and often ambiguous environment with changing priorities.
  • Proficiency in MS Office Suite required.
  • Familiarity with SAP C4C, SAP ERP, Power BI (or similar tools) preferred.
    • #LI-TM1

    At JMA, our people are deeply committed to their work and we provide benefits to match. When you join JMA you have immediate access to everything you need. Whether you're looking for employee discounts, financial, legal and/or childcare resources and support, we have you covered. We believe in providing comprehensive health and wellness coverage along with monetary rewards towards health goals, in addition to numerous company-provided personal protection benefits at no additional cost to you.
     
    At JMA, we don’t just accept differences — we embrace them. JMA is proud to be an equal opportunity workplace. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristic.
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