Customer Support Supervisor

4 weeks ago

Lenexa, Kansas, United States Grundfos Full time

Are you passionate about delivering exceptional customer service? Do you thrive in a dynamic and fast-paced environment? 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? Then we have an interesting position in Grundfos for you.

What is the job about?

Grundfos is looking for a dedicated individual to lead our CSSC (Customer Sales Support Center) Industry OEM team for our customers in USA & Canada.

As a Customer Support Supervisor, you will provide leadership, direction, supervision, process efficiency and process improvement for your team and to ensure that Grundfos is exceeding the support expectations of the customer base and the organization. You will support the Industrial OEM customers for the US and Canada.

You will focus on the development of your team as well as the individual professional development of team members.

This position reports directly to the Head of Industry CSSC Americas and work on a hybrid schedule out of either our Lenexa, KS, USA or Oakville, ON, Canada office.

Your main responsibilities:

Supervision:

Lead the defined business strategies for the CSSC department. Provide supervision and direction to Frontline teams assigned to department while ensuring that department breaks, vacations, and openings are anticipated and covered so that no compromise in coverage takes place. Ensure that direct reports meet assignment deadlines and response time expectations for both internal and external customers. Participate in the hiring of personnel under your supervision and complete an annual Employee Development Dialogue as well as an annual Employee Performance Dialogue with each employee. Manage the development of the team by ensuring that assigned tasks are in line with each employee's career interests when possible and challenge employees to progress toward professional development goals. Mentor assigned direct reports to enhance their skills and competencies, emphasizing continuous improvement in their professional development for their respective roles.

Process Execution and Improvement:

Working supervisor within the department; provide customer assistance and support in coordination with direct reports. Interface with other departments within the organization such as Latin America, and other divisions. Coordinate and cooperate with other CSSC Leaders to share best business practices to ensure common alignment of processes inside the focused market. Proactively seek to understand the goals of the CSSC and each Business Unit and add value to the process execution of the strategic plans as it pertains to customer service and application engineering support. Identify opportunities for improvement and makes constructive suggestions for change while managing the process of innovative change effectively.

Reporting / Time Management:

CRM Notes of Activity: Responsible for ensuring accurate and detailed information is being captured by direct reports in the CRM Interaction Center. Ensuring tools configurations and consistency: Responsible for the correct configuration of all phone system, CRM 1Office, Master data related to the focused market in order to ensure consistent way of working for the employees.

Your background

We imagine that you have:

Minimum of 3 - 5 years' experience in a technical customer support environment with a preferred BA degree in Business or a Technical discipline. A minimum of 2 years prior experience managing people preferred. Ability to lead and motivate internal teams for mixed technical/internal sales roles. Ability to communicate effectively both in oral and written formats. Ability to develop a clear, process-oriented vision of what their department executes and how their subordinates will contribute and develop. Ability to make business presentations at all levels of management and to various sizes of audiences. Excellent PC skills with above average knowledge and use of Microsoft Office application programs (Word, Excel, and PowerPoint) as well as strong aptitude for learning and applying new systems and programs. Ability to make quick and sound decisions in urgent situations. Be open to and manage change. Ability to lead and develop a team and effectively train, coach, and mentor team members.

Relocation for this position cannot be supported and qualified candidates must have authorization to work in USA or Canada without support.

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, embodying our six core 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, if you are in the USA, your day-to-day benefits include:

If you'll be working from your home office, we'll make sure you are well equipped with a workstation. However, you are always welcome to our offices where you can engage, learn, and have fun with colleagues. On top of it, flexible working hours; 5 paid holidays; paid time off for volunteering; up to 20 paid vacation days. Vacation hours are accrued on a prorated basis, based on your hire date within the calendar year. Competitive medical insurance rates through medical, dental, and vision plans; and a 401(k)-match program. Annual bonuses, parental support, internal well-being consultants and programs. Access to the modern Grundfos Academy to pursue further both personal and professional development.

If this job sounds interesting, please send your resume and cover letter by clicking "Apply".

To dig deeper into the Grundfos universe, follow us on LinkedIn or YouTube. Check out 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 and pay transparency. Accommodations are available for applicants with disabilities.

We look forward to hearing from you.

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