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Customer Support Manager

2 months ago

Richmond, Virginia, United States Alfa Laval Full time
About the Role

The Customer Support Manager is a key member of the Alfa Laval team, responsible for leading and managing a team of customer support agents. This role requires a strong leader who can motivate and inspire the team to deliver exceptional customer service.

Key Responsibilities
  • Customer Service Leadership: Provide guidance and support to the customer support team to ensure they are equipped to handle customer inquiries and issues in a professional and timely manner.
  • Team Management: Manage and develop the customer support team to ensure they have the skills and knowledge required to deliver exceptional customer service.
  • Customer Relationship Management: Develop and maintain strong relationships with customers to ensure their needs are met and exceeded.
  • Process Improvement: Identify areas for process improvement and implement changes to enhance the customer experience.
  • Reporting and Analysis: Analyze customer feedback and data to identify trends and areas for improvement.
Requirements
  • Leadership Experience: 3+ years of experience in a leadership role, preferably in a customer-facing environment.
  • Customer Service Experience: 5+ years of experience in customer service, with a strong focus on customer satisfaction and retention.
  • Communication Skills: Excellent written and verbal communication skills, with the ability to communicate effectively with customers and team members.
  • Problem-Solving Skills: Strong problem-solving skills, with the ability to analyze complex customer issues and develop effective solutions.
  • Technical Skills: Proficient in using customer service software, such as CRM platforms and ticketing systems.
What We Offer

Alfa Laval offers a competitive salary and benefits package, as well as opportunities for professional growth and development. We are committed to building a diverse and inclusive workforce, and we welcome applications from candidates from all backgrounds.