Title:  Global Customer Service Manager

About Us:

We are committed to finding smart solutions that enable an intelligent and seamless world. Our success as a world-class leader in technology has evolved from humble beginnings. In 1896, the enterprising father and son team of A.J. and George A. Briggs partnered with S.A. Buffington, a Chicago lawyer, to establish Chicago Telephone Supply Company (later to become CTS).

Today, CTS is a leading designer and manufacturer of sensors, actuators, and electronic components for suppliers and original equipment manufacturers. We have over 20 locations in 12 countries and more than 3,500 employees. Our innovative sensing, connectivity, and motion solutions offer a diverse range of products across diversified end markets including transportation, medical, aerospace and defense, and industrial. We are at the forefront of supporting innovating life-changing technology, focusing on quality to keep people safe, healthy, and happy. 

Position Summary

The Global Customer Service Manager is responsible for leading and scaling a high-performing global customer service organization. This role ensures exceptional service delivery across all regions, drives operational excellence, and aligns customer support strategies with business goals. The director will oversee all Customer Service Representative and Inside Sales Representatives (ISRs), regional service teams, and cross-functional collaboration to enhance customer satisfaction and retention.

Key Responsibilities

• Strategic Leadership
  • Develop and execute a global customer service strategy aligned with corporate objectives.
  • Define and monitor KPIs to measure service performance, customer satisfaction, and operational efficiency.
  • Lead global initiatives to standardize service processes and tools across regions.
• Team Management
  • Coach the global team. Identify required team skills and competencies and ensure proper team development support.
  • Foster a culture of accountability, continuous improvement, and customer-centricity.
  • Oversee workforce planning, hiring, and training to support global growth initiatives.
• Operational Excellence
  • Implement scalable processes and systems (e.g., Salesforce, ERP) to streamline service delivery.
  • Drive automation and digital transformation initiatives to improve response times and reduce costs.
  • Ensure compliance with global service standards and regulatory requirements.
• Customer Advocacy
  • Act as the voice of the customer internally, influencing product, sales, and operations decisions.
  • Resolve escalated customer issues and implement or assist in root cause corrective actions.
  • Partner with Sales, Product, and Supply Chain to ensure seamless customer experiences.
• Reporting & Analytics
  • Provide regular reporting on service metrics, trends, and improvement plans to executive leadership.
  • Use data to identify service gaps, forecast demand, and optimize resource allocation.

Required Knowledge, Skills, and Abilities

• Experience in manufacturing, electronics, or industrial sectors.
• Familiarity with ISO standard.
• Experience working across diverse cultural environments.
• Demonstrated ability to effectively present information including complex technical content and be responsive to customer requests is required.
• Demonstrated understanding of customer standards, specs and requirements as they pertain to offered products, capabilities and systems reporting metrics.
• Excellent written and verbal communication skills including ability to develop a consensus.
• Must have the ability to lead teams through influence (internal and external teams). Possesses the ability to work and collaborate with teams virtually.
• Excellent oral, written, and presentation skills.

Required Qualifications

• Four-year degree required, engineering or business degree preferred.
• Bachelor’s degree in Business, Operations, or related field (MBA preferred).
• 10+ years of experience in customer service leadership, with at least 5 years in a global or multi-regional role.
• Salesforce.com and other Customer Relationship Management tool utilization will be beneficial.

Physical Demands

• Travel will be required ~10%.
• Ability to work several hours at a computer.
• Ability to work extended hours as needed.

Leadership Characteristics

• Understanding the Business (Business Acumen)
  • Knows the business and the mission-critical technical and functional skills needed to do the job; understands various types of business propositions and understands how businesses operate in general; learns new methods and technologies easily.
• Creating the New and Different (Strategic Agility)
  • Comes up with the next great breakthrough thing to do; is creative, a visionary; is an effective strategist full of ideas and possibilities; sees multiple futures; has broad interests and knowledge; can both create and bring exciting ideas to market; comfortable speculating about alternative futures without all of the data.
• Getting Work Done Through Others (Developing Direct Reports and Others)
  • Manages people well; gets the most and best out of the people he/she has; sets and communicates guiding goals; measures accomplishments, holds people accountable, and gives useful feedback; delegates and develops; keeps people informed; provides coaching for today and for the future.
• Focusing on Action and Outcomes (Results Driven)
  • Attacks everything with drive and energy with an eye on the bottom line; not afraid to initiate action before all the facts are known; drives to finish everything he/she starts.
• Communicating Effectively (Motivating Others)
  • Writes and presents effectively; adjusts to fit the audience and the message; strongly gets a message across.
• Managing Diverse Relationships (Interpersonal Savvy)
  • Relates well to a wide variety of diverse styles, types, and classes; open to differences; effective up, down, sideways, inside, and outside; builds diverse networks; quick to find common ground.

Join Us

At CTS, one of the ways we recognize the value of our employees is through our comprehensive benefits program.  Highlights of our benefits program for full-time employees include:

• Health Benefits
• 401K
• Paid Time Off
• Holiday Pay
• Employee Assistance Program
• Paid Parental Leave
• Pet Insurance
• Tuition Reimbursement

The expected annual salary range for this position is $120-150K.

This position is eligible for a discretionary bonus with a target incentive of 20% of base salary.

Please note the salary information shown above is a general guideline only. CTS considers a variety of factors when setting base salary rates including, without limitation, a candidate’s skills, experience, and qualifications, as well as market and business considerations.

Ready to shape the future? Apply now to join a world leader in sensing and connectivity.

United States EEO Statement

CTS Corporation is an affirmative action/equal opportunity employer who complies with all applicable federal, state and local employment laws. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at CTS Corporation will be based on merit, qualifications, and abilities. It has been and shall continue to be both the official policy and the commitment of CTS Corporation to further equal employment opportunities for all persons regardless of, among other characteristics, race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran or status as a qualified individual with a disability, or any other characteristics protected by applicable Federal, State or Local law.

ADA accommodation statement: If you require reasonable accommodation in the application process, call Human Resources at 630.577.8811. All other applications must be submitted online.

United States Additional Considerations

It is unlawful in all states where the Company operates, including Massachusetts, to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates applicable laws may be subject to criminal penalties and civil liability. The Company does not require a lie detector test as a condition of employment nor continued employment. 

Applicants must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the United States.

No agencies, please. We do not accept any unsolicited resumes and are not looking to engage an agency. We receive inquiries from agencies daily. Do not direct any inquiries or emails to hiring managers. It is not our standard practice to utilize agencies; we are a federal contractor and need to comply with the same process for all.

Global Privacy Policy

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