Job description

Grundfos North America is seeking a Customer Sales Support Center (CSSC) Supervisor to join its Industry (IND) team.

The CSSC Supervisor will provide leadership, direction, supervision, process efficiency and process improvement for their respective team and ensure that Grundfos is exceeding the support expectations of the customer base.

The CSSC Supervisor will support the Industrial Distribution customers for the US and Canada and will focus on the development of their team as a whole and the individual professional development of their team members.

This position reports directly to the Head of IND CSSC Americas and will operate on a hybrid schedule out of any of our US locations: Lenexa, KS, Brookshire, TX, Fresno, CA or Allentown, PA. Relocation for this position cannot be supported and qualified candidates must have authorization to work in the USA without support.

Why Grundfos?

At Grundfos, we dare to do things that others cannot or dare not do. Our skills commit us to pioneer solutions to the world’s water and climate challenges and improve the quality of life for people. We believe innovation is not only a business opportunity, but an obligation. And what really matters to us is not short-term profit, but the impact we make. By becoming part of our united, powerful team, you too can drive this change no matter your role.

What is the job about?

The CSSC Supervisor has 3 main responsibilities:

1. Supervision:

· Lead the defined business strategies for the Customer Support department.

· Provide supervision and direction to Frontline teams assigned to their 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 their supervision and will complete an annual Employee Development and Performance Dialogue with each employee.

· Manage the development of their team by ensuring that assigned tasks are in line with each employee’s career interests when possible and challenge their employees to progress toward their professional development goals. Mentor their assigned direct reports to enhance their skills and competencies, emphasizing continuous improvement in their professional development for their respective roles.

2. Process Execution and Improvement:

· Working supervisor within their department; provide customer assistance and support in coordination with their direct reports.

· Interface with other departments within the organization such as teams in Latin America. 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.

3. 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.

· Expense Reporting: Responsible for the accurate completion and submission of expense reports for himself/herself and his/her direct reports when necessary and provides input to his/her supervisor to establish the annual budget needs for the department.

· Ensuring tools configurations and consistency: Responsible for the correct configuration of all phone system, CRM and Master data related to the focused market in order to ensure consistent way of working for the employees.

What do you need to apply?

Qualified candidates will have minimum of 3 - 5 years experience in a technical customer support environment preferably with a Bachelor’s 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/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.

· Demonstrate knowledge of pumps and pumping systems including electronically controlled pump systems for the target markets (preferred but not essential).

· Ability to make business presentations at all levels of management and to various sizes of audiences.

· Excellent computer 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.

If you would like to dig deeper into the Grundfos universe, please visit us on linkedin.com/company/grundfos or youtube.com/user/grundfos

We look forward to hearing from you.

Job Type: Full-time

Pay: From $70,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Disability insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Work Location: Hybrid remote

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