Senior Customer Service Supervisor

MKS is hiring a Senior Customer Service Supervisor to lead and support its Customer Service team. The role oversees daily customer service operations and end-to-end order management, resolves customer issues, and coordinates with internal teams to meet customer requirements and operational priorities.

Responsibilities:

• Supervising and supporting the daily activities of the Customer Service team, ensuring customer orders, inquiries and requests are handled accurately and within agreed timelines
• Overseeing the end-to-end order management process, including sales order processing, pricing maintenance, customer returns, billing, delivery documentation, credit/debit memos and other customer-related transactions
• Monitoring customer orders and deliveries, proactively identifying potential delays or issues and coordinating with relevant stakeholders to determine appropriate solutions
• Acting as an escalation point for complex customer inquiries, complaints and order-related issues, ensuring timely resolution and effective communication with customers
• Working closely with Sales, Planning, Supply Chain, Logistics, Finance, Manufacturing and other functions to support customer requirements and business priorities

Requirements:

• Bachelor's degree or equivalent experience required
• 5+ years of experience in product marketing, product management, service business, commercial operations, or a related field
• Demonstrated ability to work effectively across cross-functional and global teams
• Comfortable operating in a fast-paced environment that requires both strategic thinking and hands-on execution
• Strong analytical, organizational, and problem-solving skills with excellent attention to detail
• Clear, practical communication skills, particularly when working across functions, regions, and cultures
• Ability to manage multiple initiatives simultaneously and drive projects from concept through execution
• Experience with pricing, aftermarket services, service agreements, or recurring service offerings preferred
• MBA, advanced technical degree, or equivalent business experience preferred
• Experience in PCB, microelectronics, semiconductor, lasers/photonics, industrial equipment, or global service environments preferred
• Experience working with global installed-base, aftermarket, or lifecycle service businesses is a plus