Customer Service Manager

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Job Description

Would you like to work in an international, innovative organization, where we produce high-quality solutions and are constantly looking to enhance existing and develop new offerings? Are you eager to join a professional team and work directly with our customers? Then we have an interesting position in Grundfos for you.

What is the job about?

The Customer Service Manager plays a critical role in driving the company's sales performance by leading the CSSC (Customer Sales Support Center) team to deliver exceptional customer experiences. This role is responsible for setting departmental goals, tracking and reviewing performance, and optimizing complex pre- and post-sales support processes. The Manager is expected to provide strong leadership, direction, and process improvement to enhance operational efficiency and customer satisfaction.

A core focus of the role is the professional development of individual team members and overall team effectiveness. The CSSC Front Line Manager partners closely with the Sales Operations Director and sales leadership to align customer support services with strategic business goals. This individual must embody company values and be committed to achieving key performance indicators (KPIs).

This role will report to the Sales Operations Director and is expected to operate on a hybrid schedule in the Brookshire, TX office. Please note that relocation for this position cannot be supported and qualified candidates must have the authorization to work in the USA without support.

Your main responsibilities :

Team Leadership & Supervision

Provide day-to-day supervision, guidance, and support to CSSC team members, ensuring timely and high-quality responses to both internal and external customers.

Manage work allocation, prioritize tasks, and ensure team alignment with business needs using appropriate tools and resources.

Lead employee engagement efforts by fostering a positive work environment, encouraging collaboration, and driving EMS (Employee Motivation Survey) objectives.

Participate in hiring, onboarding, and performance evaluations; mentor and develop staff, aligning tasks with career goals and promoting continuous professional growth.

Provide backup support to other CSSC leaders as needed.

Customer Experience & Satisfaction

Drive ECSS (External Customer Satisfaction Survey) objectives by soliciting feedback and recalibrating services to maintain Grundfos' reputation for exceptional customer service.

Ensure SLA targets are consistently met, and customer expectations are exceeded through efficient processes and quality support.

Promote customer advocacy by collaborating across departments (sales, logistics, production, accounting, etc.) and resolving customer complaints through root cause analysis and corrective actions.

Identify and implement innovative methods to enhance customer satisfaction and loyalty.

Process Execution & Improvement

Act as a working supervisor, providing direct customer support in coordination with the team.

Conduct regular performance reviews, establish improvement plans, and monitor progress to achieve desired outcomes.

Champion standardization of business processes and ensure quality foundational elements like accurate master data and consistent CRM usage (1Office).

Collaborate with cross-functional teams and other CSSC leaders to share best practices, align processes, and drive continuous improvement.

Ensure effective use and promotion of digital tools to improve speed, simplicity, and efficiency for both customers and employees.

Lead or contribute to strategic initiatives, including process enhancements, departmental changes, and integration of acquired businesses.

Reporting & Analytics

Run and analyze daily, weekly, and monthly reports using Grundfos dashboards to monitor KPIs, sales performance, and customer experience metrics.

Identify trends or leading indicators for proactive performance improvements.

Coordinate and prepare reports or presentations for senior management and participate in regular meetings to update on team progress.

Oversee data integrity in CRM systems, ensuring complete and accurate customer interaction documentation.

Strategic Collaboration

Align team efforts with CSSC and business unit strategies to support customer service and technical application goals.

Partner with sales, operations, and other internal teams to implement growth and improvement strategies.

Interface with other Grundfos CSSC locations and functions to ensure global alignment and process consistency.

Your background

We imagine that you have:

Bachelor's degree or equivalent level, preferably in business or a technical discipline.

Diploma holders with more than 5 years' relevant experience will be considered.

Experience in customer services development & management required.

Experience in leading people. Ability to set collaborative direction, lead cross-cultural teams, coach, mentor, and develop employees at all levels.

SAP Customer Relationship Manager / SAP ECC / Business Warehouse required.

The ability to work in a hybrid capacity from the Brookshire, Texas facility, with in-office attendance required.

Outstanding written, verbal, and interpersonal communication skills with the ability to effectively collaborate across functions and with internal and external stakeholders.

Strong analytical skills and sound decision-making capabilities, with the ability to make quick, effective decisions under pressure.

Committed to understanding and sharing customer needs, ensuring employee engagement, and exceeding expectations through collaboration and innovation.

Relocation for this position cannot be supported and qualified candidates must be authorized to work in the U.S. without the need for employment-based visa sponsorshipnow or in the future. Sponsorship is not available for applicants for US Work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa.

What's in it for you?

You'll be an invaluable part of our global leadership team, a diverse network of pioneers guiding others in seeing possibilities, not problems. You'll be instrumental in spreading our optimistic, can-do attitude to advance global innovation and a clear sense of purpose, embodyingoursix core values (https://www.grundfos.com/about-us/our-purpose-and-values) , guiding our colleagues in living them day by day, and making a difference in global projects.We support you in navigating your own career and development path, offering you tools to hone your leadership craft, both within your field and to broaden your interest or expertise in areas such as diversity & inclusion, coaching and culture.

In addition, your day-to-day benefits include:

Diverse, inclusive environment with employee-led forums offering colleagues a safe place to connect and share openly.

Ifyou'll be workingfromyour home office, we'll make sure you are well equipped with a workstation. However, you are always welcome to our offices whereyou can engage, learn, and have fun with colleagues.

On the top of it, flexible working hours andup to 20 paid vacation days. Vacation hours are accrued on a prorated basis, based on your hire date within the calendar year.

Annual bonuses, parental support, internal well-being consultants and programs.

Competitive medical insurance rates medical, dental, and vision plans; and a 401(k)-match program.

Access to the modern Grundfos Academy to pursue further both personal and professional development.

Do you want to learn more?

If this job sounds interesting, 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) . Check outMeet our people (https://www.grundfos.com/careers/meet-our-people) to get to know some of your future colleagues and why they love working at Grundfos.

Grundfos needs and welcomes professional people from all corners and backgrounds by providing equal employment opportunities for all applicants and employees and prohibits discrimination and harassment of any @type. Employment decisions at Grundfos are based on business needs, job requirements, and individual qualifications without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. All qualified applicants are encouraged to apply. Learn more about your rights as an applicant (https://www.dol.gov/sites/dolgov/files/OFCCP/regs/compliance/posters/pdf/22-088\EEOC\KnowYourRights.pdf) and pay transparency (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp\%20English\formattedESQA508c.pdf) . Accommodations are available for applicants with disabilities.

We look forward to hearing from you.

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Information at a Glance

Job details

Workplace: Hybrid (office and home-working)

Job Location: Brookshire, Texas, United States | Houston, Texas, United States | Katy, Texas, United States

Contract Type: Full-Time

Employment Type: Regular

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