LG Energy Solution · 1 month ago
Senior Customer Service Supply Chain Management Specialist
Westborough, MA, US
Full-time
Onsite
Senior Level, Lead/Staff
$0/yr - $140K/yr
10+ years expLG Energy Solution is one of the world's largest lithium-ion battery manufacturers, seeking a Senior Customer Service Supply Chain Management Specialist to support their growth in the North American residential battery market. This role involves managing Authorized Service Centers, logistics planning, and ensuring customer service KPIs are met while developing relationships and optimizing processes.
ChemicalEnergyManufacturing
Responsibilities
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 parties
Assess 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 approvals
Apply 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 customers
Review and analyze to validate the accuracy of ASC/ERP/System data to improve operations
Improve and implement new processes that meet the business needs
Identify 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 assigned
Ensure customer service KPI target is met and take corrective actions as needed
Drive problem solving and innovative solutions when there is stress of failure within the supply chain
Manage rolling forecast for demand and supply, and track results to communicate back with HQ
Manage 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 Korea
Coordinate closely with related HQ and US teams such as accounting, planning, sales, and CS
Support Ad-hoc reports and tasks required
Qualification
Required
10+ years work experience in logistics and customer service field
High expertise in dealing with ambiguity, complexity and working within a fast-paced environment
Ability to solve problems and adhere to business-critical deadlines
Dedicated and ethical approach to LGES standards
Ability 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 detail
Excellent data analytic skills with proficiency in Microsoft Excel
Excellent communication skills; verbal, written, and presentation
Preferred
Relevant supply chain and ASC / refurbish manufacturing experience is a plus
Prior customer service and quality management experience preferred
A bachelor's degree, or equivalent, in a supply chain or business discipline is preferred
Korean-English bilingual preferred
Company
LG Energy Solution
LG Energy Solution provides a variety of energy solutions.
10001+ employees
H1B Sponsorship
LG Energy Solution has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (27)
2024 (23)
2023 (12)
2022 (15)
2021 (11)
Funding
Current Stage
Public CompanyTotal Funding
$3B2024-06-24Post Ipo Debt· $2B
2023-09-19Post Ipo Debt· $1B
2022-01-28IPO
Leadership Team
Peter Kyungsuk Pyun
업무혁신그룹장 (CIO, aka. Head of Process Innovation & IT Group)
Recent News
Korea Herald
2026-01-07
2026-01-05
2026-01-05
Company data provided by crunchbase