Customer Service Manager

A Day in Your Life at MKS
As a Customer Service Manager at MKS, you will lead the Customer Service function, drive operational excellence and delivering an exceptional customer experience across the order-to-cash process. You will be responsible for managing customer service operations, developing high-performing teams, optimizing processes, and partnering with cross-functional stakeholders to support business growth and customer satisfaction.
You will oversee customer order management, service performance, escalations, and continuous improvement initiatives while ensuring alignment with organizational objectives. Working closely with Sales, Supply Chain, Manufacturing, Logistics, Finance, and regional leadership teams, you will drive customer-centric solutions and operational efficiency across the business.
You Will Make an Impact By:
Leading and managing the Customer Service team, establishing performance expectations, driving accountability, and fostering a culture of customer excellence.
Owning the end-to-end order-to-cash process, ensuring efficient execution of order management activities, customer transactions, and fulfillment operations.
Developing and executing customer service strategies that improve customer satisfaction, service levels, operational efficiency, and business performance.
Serving as the primary escalation point for critical customer issues, driving timely resolution and maintaining strong customer relationships.
Partnering with Sales, Supply Chain, Planning, Manufacturing, Logistics, and Finance teams to align customer requirements with business objectives and operational capabilities.
Establishing, monitoring, and driving performance against key service metrics including OTIF, order cycle time, backlog management, response time, and customer satisfaction indicators.
Identifying opportunities for process optimization, automation, and digital transformation initiatives within customer service and order management functions.
Leading root cause analysis and corrective action activities for recurring customer issues, service failures, and operational challenges.
Driving continuous improvement initiatives utilizing Lean, Six Sigma, or other operational excellence methodologies where applicable.
Managing workforce planning, talent development, succession planning, and employee engagement activities within the Customer Service organization.
Ensuring compliance with company policies, trade regulations, customer requirements, and applicable import/export controls.
Collaborating with regional and global Customer Service leadership teams to standardize best practices, reporting, and service delivery models.
Providing leadership reporting and business insights on customer trends, service performance, open order management, and operational risks.
Supporting strategic projects, business integrations, system implementations, and organizational change initiatives as required.
Skills You Bring:
Bachelor's Degree in Business Administration, Supply Chain Management, Logistics, Operations Management, Engineering, or a related discipline. Master's Degree is an advantage.
8+ years of experience in Customer Service, Order Management, Customer Operations, Supply Chain, or related functions within a multinational manufacturing environment.
Minimum 3-5 years of people management experience leading Customer Service or Order Management teams.
Proven track record of managing customer service operations and driving improvements in service performance, customer satisfaction, and operational efficiency.
Strong understanding of end-to-end order-to-cash processes, supply chain operations, inventory management, and customer fulfillment practices.
Experience working with ERP platforms such as SAP, Oracle, or equivalent enterprise systems. SAP SD expertise is highly desirable.
Demonstrated experience leading cross-functional initiatives and influencing stakeholders across multiple levels of the organization.
Strong analytical and data-driven decision-making skills, with experience utilizing operational metrics and reporting tools.
Experience managing customer escalations, conflict resolution, and complex business situations while maintaining strong customer relationships.
Knowledge of international trade compliance, logistics, customs, and regional import/export processes is advantageous.
Excellent leadership, coaching, and team development skills with the ability to motivate and develop high-performing teams.
Strong communication, stakeholder management, and presentation skills with the ability to engage effectively with senior leadership.
Advanced proficiency in Microsoft Excel, Power BI, SAP reporting tools, and Customer Service performance analytics.
#LI-DNI
Globally, our policy is to recruit individuals from wide and diverse backgrounds. However, certain positions require access to controlled goods and technologies subject to various export control regulations. Applicants for these positions may be limited (by, for example, their countries of citizenship, country of origin, or immigration status) where required by law or governmental contact, and/or employment made contingent upon the issuance of appropriate governmental licensing.
MKS Inc. and its affiliates and subsidiaries (“MKS”) is an affirmative action and equal opportunity employer: diverse candidates are encouraged to apply. We win as a team and are committed to recruiting and hiring qualified applicants regardless of race, color, national origin, sex (including pregnancy and pregnancy-related conditions), religion, age, ancestry, physical or mental disability or handicap, marital status, membership in the uniformed services, veteran status, sexual orientation, gender identity or expression, genetic information, or any other category protected by applicable law. Hiring decisions are based on merit, qualifications and business needs. We conduct background checks and drug screens, in accordance with applicable law and company policies. MKS is generally only hiring candidates who reside in states where we are registered to do business.
MKS is committed to working with and providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation during the application or interview process due to a disability, please contact us at: accommodationsatMKS@mksinst.com .
If applying for a specific job, please include the requisition number (ex: RXXXX), the title and location of the role

Skills
Power BI, Excel, Supply Chain Management, Inventory Management, ERP, SAP