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 enquiries and the Grundfos external sales team.
Basic spare part enquiries, service offering 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 ResponsibilitiesSupervision: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.Responsible for ensuring accurate and detailed information is being captured by direct reports in local systems.Primary responsibility to manage and coordinate the 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:Working supervisor within their department; provide customer assistance and support in coordination with their 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.
Ensure these activities are implemented and evaluate the change impact over a period of 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 to 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.Any other relevant activities as requested.Your background:Bachelor's degree with 5+ years of relevant experience from an international company working in a similar role in customer services 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?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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