Customer Service Manager - Full-time / Part-time

Company description

LG Energy Solution is a spin-off company from its mother company LG Chem, a $26Bn globally diversified chemical company, as of December 1, 2020. As an independent entity to enhance management efficiency and to reinforce the market response, LG Energy Solution operates via three main business units: Advanced Automotive battery, Mobility & IT battery, and ESS battery. With significant market share in consumer, automotive and stationary applications, LG Energy Solution is the world’s leading developer and manufacturer of lithium-ion polymer batteries.

Headquartered in Seoul, South Korea, LG Energy Solution serves customers in North America and Europe, Asia via regional sales and support organizations. In North America this is via LG Energy Solution Michigan, Inc. based in Troy, MI. The markets for stationary energy storage systems (ESS) are growing fast driven by the challenges associated with increasing penetration of intermittent renewable generation resources. LG Energy Solution already has a significant share of all three ESS markets in North America: residential; behind-the-meter commercial & industrial (C&I); and large front-of the-meter grid-scale. With its advanced technology, proven products, and commercial strengths LG Energy Solution has the qualifications required to maintain a leading position in each of these growing market segments.

The LG Group has identified ESS as one of the company’s top ten future growth opportunities – and so this represents an opportunity to join a highly successful, global company at a relatively early stage in its growth. For further details please visit: www.lgensol.com

Job description

The role of Customer Service Manager will include supporting daily customer service activities for existing and future business in North America. The successful candidate will require an understanding of handling manufacturer product warranties and return material authorizations (RMAs) in B2B and B2C environments. The individual must be able to identify clients’ needs, generate solutions and respond to customer requests in a timely manner. This requires the individual to have adequate time management skills and the ability to nurture effective relationships with customers. The role will be within a fast-paced, team-oriented, international business.

Key Responsibilities

The successful candidate will thrive in a fast and flexible role within a relatively small North American regional organization with specialized technical and commercial support from LG Energy Solution’s Korea-based associates. Primary responsibilities of the

Customer Service Manager include:

• Report/track all RMA activity for North America
• Act as primary point of contact for strategic accounts
• Ensure accurate and timely RMA follow ups to daily inbound inquires
• Manage RESU customer service specialists and 3rd party contracted partners
• Manage and forecast RMA inventory and spare parts
• Manage, communicate and coordinate all necessary RMA inventory needs between HQ and local teams.
• Manage the RMA customer communications, in-field service performances. Identify and implement improvements to achieve Turn Around Time (TAT) to meet company targets.
• Ability to convey and report measurable results on customer service activities
• Maintain amenable demeanor with challenging and upset customer complaints
• Provide trip reports to US and Korea-based Customer Service teams for in-field customer service support

Personal Characteristics

• Professional, highly motivated individual with a strong results-oriented work ethic
• An ability to identify opportunities to improve customer experience
• Close attention to details, excellent organizational and time management skills; with minimum supervision
• Comfortable working beyond normal office hours as required to meet customer expectations
• Ability to travel throughout the assigned territory (up to 75%)

Qualifications

The successful candidate will possess,

• A Bachelor’s Degree, or equivalent, in a technical discipline (consumer electronics preferred)
  
• Minimum of 2 years work experience in leading a small team
• Minimum of 2 years work experience or equivalent in residential solar; or, experience in commercial solar is a plus
• Proficient in Microsoft Excel; experience in Microsoft Teams preferred
• Excellent communication skills; verbal, written, and presentation
• Experience with home battery products preferred