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 responses 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.
ResponsibilitiesProvide 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 being 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 ImprovementAct 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, implement these activities, and evaluate the change impact over time to ensure desired results are obtained.Ensure effective collaboration with the sales department 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 customer and employee 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 BackgroundWe 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.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, 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.
Information at a GlanceApplication deadline: [Insert Deadline]
Workplace: Hybrid (office and home-working)
Job Location: Adelaide, South Australia, Australia
Contract Type: Full-Time
Employment Type: Regular
About GrundfosGrundfos is one of the world's leading water technology companies with more than 19,000 employees in 60+ countries. Our skills commit us to pioneering solutions to the world's water and climate challenges and improve the quality of life for people. We dare to do things that others cannot or dare not do, as we believe innovation is not only a business opportunity but an obligation. And what really matters to us is not short-term profit, but the impact we make. By becoming part of our united powerful team, you too can drive this change no matter your role.
An Inclusive TeamWe believe that the key to a work environment where employees thrive and grow is our ability to celebrate and value our differences in background, experiences, and perspectives. In our recruitment process, we welcome all professional people without consideration of age, color, gender identity, national origin, physical or mental disability, ethnicity, or religion.
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