Customer Service Specialist

Senior Customer Service Supply Chain Management SpecialistThe Senior Customer Service Supply Chain Management Specialist is a new position created by LG Energy Solution's rapid growth within the North American residential battery market. Reporting to the Residential CS team Leader the Sr. CS SCM Specialist will be responsible for ASC (Authorized Service Center) management, Logistics planning, cost control and other CS tasks as designated by the Team / Part Leader. These activities include but are not limited to:Build, nourish, and enhance connections with Authorized Service Centers (ASC) by establishing, maintaining, and developing relationships.Periodic (Daily, Weekly, Monthly, etc.) review and evaluation of KPI (Key Performance Index) for the ASC and logistics 3rd partiesAssess the ASC's performance and identify areas where corrective action can be taken to improve it.Manage ASC labor/material cost, storage and freight costs and validate for electronic approvalsApply the CS strategy plan of HQ and US subsidiaries to ASC, set goals, and evaluate periodically.Forecast ASC material demand, secure from HQ and suppliers to minimize downtime for ASC and customersReview and analyze to validate the accuracy of ASC/ERP/System data to improve operations.Improve and implement new processes that meet the business needsIdentify potential areas for improvement and take necessary measures to ensure that Key Performance Indicators (KPIs) are met.Periodically, it is required to report the status of ASC / RMA to the management.Establish effective relationships with key personnel in Korea and the US team.Establish a set of evaluation criteria and conduct periodic ASC audits to ensure the performance and accuracy of the system.Develop an understanding of the NA residential battery market including key markets, competitors, and technologies. Become familiar with battery systems and the main elements of an integrated energy storage system.Develop and implement mid-to-long-term logistics strategies to support business growth.Optimize distribution networks, warehouse operations, and transportation planning.Lead cost-reduction initiatives while maintaining service quality.Design and manage inventory control policies to balance service levels and working capital.Coordinate with 3PL/4PL partners to ensure performance, compliance, and continuous improvement.Forecast demand and align logistics capacity planning with sales and production teams.Implement sustainability initiatives in logistics (eco-friendly packaging, green transportation, carbon footprint reduction).Oversee end-to-end customer service processes, ensuring timely and accurate order fulfillment.Establish and monitor KPIs for service quality, response time, and customer satisfaction.Collaborate with cross-functional teams to resolve escalations and improve service workflows.Identify opportunities for automation and digitalization in logistics and CS operations.Drive continuous improvement projects to enhance efficiency and reduce operational risks.Benchmark industry best practices and apply them to company operations.All other duties as assignedPrimary Job Responsibilities:Ensure customer service KPI target is met and take corrective actions as neededDrive problem solving and innovative solutions when there is stress of failure within the supply chainManage rolling forecast for demand and supply, and track results to communicate back with HQManage ASC to discover cost saving opportunities, risk reduction, and work efficiency.Develop, prepare, and own the internal reporting deliverables for the team in US and KoreaCoordinate closely with related HQ and US teams such as accounting, planning, sales, and CSSupport Ad-hoc reports and tasks requiredQualifications:10+ years work experience in logistics and customer service fieldRelevant supply chain and ASC / refurbish manufacturing experience is a plusHigh expertise in dealing with ambiguity, complexity and working within a fast-paced environmentAbility to solve problems and adhere to business-critical deadlinesDedicated and ethical approach to LGES standardsAbility to develop collaborative relationships acting as a well-respected, trusted partner with whom others want to work with.High levels of numerical acumen and attention to detailExcellent data analytic skills with proficiency in Microsoft ExcelExcellent communication skills; verbal, written, and presentationPrior customer service and quality management experience preferredEducationA bachelor's degree, or equivalent, in a supply chain or business discipline is preferred.SkillsLanguageSkill Level: Korean-English bilingual preferred.Math: A Bachelor's Degree, or equivalent.Reasoning: Bachelor's Degree, or equivalent.Special RequirementsThe physical and environmental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is exposed to the following conditions:Walking:Frequently - Reaching:FrequentlyStanding:Frequently - Lifting:InfrequentlyCrawling:Infrequently - Carrying:InfrequentlyPulling and/or Pushing:Occasionally - Color Determination:FrequentlyGrasping:Frequently - Vision:FrequentlyListening:Frequently - Speaking:FrequentlyClimbing:Infrequently - Sitting:FrequentlyPercentage of Travel: Up to 10%, with the potential for occasional increased travel to meet customers' needs. - Non-weather conditions:N/AWork near moving mechanical parts:Occasionally - Risk of electrical shock: InfrequentlyHigh places:Infrequently - Precarious places:OccassionallyToxic, caustic chemicals:Infrequently - Risk of radiation:N/ANoise Level:Moderately - Work with/near explosives:N/AOutdoor weather conditions:Frequently - Vibration:InfrequentlyCompetenciesProfessional, highly motivated individual with a strong results-oriented work ethic. A strong team player who thrives in a role that requires significant personal contributions, and depends on the successful collaboration between North American and Korea-based team members. Excellent organizational and time management skills with a minimum of supervision. High level of analytical ability where problems are unique and complex. Ability to proactively suggest improvements in work methodology. Comfortable working beyond normal office hours as required to meet customer expectations. Able to travel occasionally throughout North America and to Korea, with the potential for increased travel to meet customer needs. Able to provide support and training to service providers using remote and virtual tools, such as video conferencing, conference calls, etc. Participate in conference calls with project team, often across multiple time zones and sometimes outside of normal business hours.