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CSSC Customer Service Manager DBS
Job Description
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 review 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 to focus on the development of each individual team members contributing to team effectiveness
Your main responsibilities
Supervision:
Provide the day-to-day supervision and direction to CSSC DBS team and ensure the team meet 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 metric, sales performance and process KPIs using the Grundfos dashboards. Identify any leading indicator 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 finding resolutions
Process Execution and Improvement :
Working supervisor within their department; provide customer assistance and support in coordination with their direct reports.
Ensure basic business foundation are in place. For example, 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 meeting with 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 :
We imagine that you have:
Bachelor’s degree with 5+ years of relevant experience from international company working in a similarExperience 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 skill.
.
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”.
To dig deeper into the Grundfos universe, follow us onLinkedIn (http://linkedin.com/company/grundfos) orYoutube (http://youtube.com/user/grundfos) , and to get to know some of your future colleagues and why they love working at Grundfos, check outMeet our people (https://www.grundfos.com/careers/meet-our-people)
We look forward to hearing from you.
Information at a Glance
Job Details
Application deadline:
Workplace: Hybrid (office and home-working)
Job Location: Adelaide, South Australia, Australia
Contract Type: Full-Time
Employment Type: Regular