What is the job about? The CSSC (Customer Sales & Service Support) customer service manager contributes to the success of the company's sales performance through effective leading of the CSSC team in maximizing customer experience.
You will also be responsible for setting department goals, tracking performance, and conducting regular reviews to optimize the pre-sales to cash processes and ensure on-time response to both customer inquiries and the Grundfos external sales team.
Basic spare part inquiries, service offerings, and replacement pumps will be part of the scope in Frontline.
It is also expected that the CSSC customer service manager focuses on the development of each individual team member, contributing to team effectiveness.
Your main responsibilities Supervision: Provide day-to-day supervision and direction to the CSSC DBS team and ensure the team meets assignment deadlines and response time expectations for both internal and external customers.Ensure accurate and detailed information is captured by direct reports in local systems.Manage and coordinate work allocation and prioritize across the business using relevant tools.Run daily, weekly, and monthly reports to assess customer experience metrics, sales performance, and process KPIs using the Grundfos dashboards.
Identify any leading indicators for swift improvement.Assess the skills (people, processes, and tools) of the team periodically and propose development or training needs.Provide mentorship and knowledge sharing to team members, where applicable, and coach them to find resolutions.Process Execution and Improvement: Act as a working supervisor within the department; provide customer assistance and support in coordination with direct reports.Ensure basic business foundations are in place, such as quality master data and process standardization with minimal localization.Conduct meetings to review team performance, establish an activity plan for areas of improvement, and ensure these activities are implemented and evaluated over time to ensure desired results are obtained.Ensure effective collaboration with the sales department in working on project tenders and technical support.Liaise with cross-functional teams and management to support and implement sales growth or process improvement strategies.Coordinate and cooperate with other CSSC leaders to share best business practices and ensure common alignment of processes inside the focused market.Use customer and employee feedback to generate ideas to increase engagement and process improvement.Engage in monthly meetings with the team to report on progress.Ensure effective usage and promotion of Grundfos digital tools to enhance service and simplicity for both customers and employees.Perform any other relevant activities as requested.Your background: We imagine that you have:
Bachelor's degree with 5+ years of relevant experience from an international company working in a similar role in customer service development & management.Sound business understanding.Experience in people management.Experience in SAP CRM and Business Warehouse.Data analytical skills and report writing skills.What's in it for you? Whether it's developing leadership skills or advancing your expertise even further, we'll support you with continuous learning and development opportunities to help discuss and steer your long-term Grundfos career path.
You'll be welcomed from day one into an inclusive, trusting environment guided by six core values.
Development opportunities in an international environment.People and value-focused organizational culture.Social, team, and sports events.Training opportunities.Do you want to learn more? If this job sounds appealing, please send your resume and cover letter by clicking "Apply".
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We look forward to hearing from you.
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