Customer Sales and Support Center Manager, IND

4 weeks ago

Cairo, Cairo, Egypt Grundfos Full time

The Customer Sales and Support Center Manager is to provide leadership, direction, supervision, process efficiency and process improvement for their respective team and to ensure that Grundfos is exceeding the support expectations of the customer base and the organization. The CSSC Manager will focus on the development of their team as well as the individual professional development of their team members. The CSSC Manager reports to the Regional CSSC PU Director.

Your main responsibilities:

  • Supervision:
    • Guide the defined business strategies for the Customer Support department.
    • Provide supervision and direction to Frontline and Back Office 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 Dialogue as well as an annual Employee Performance Dialogue with each employee.
    • Monitor the development of their team by ensuring that assigned tasks are in line with each employee's career interests when possible and influence 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.
  • 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
    • 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 implementing 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.
    • Expense Reporting: Responsible for the accurate completion and submission of expense reports for himself/herself and their direct reports when necessary and provides input to their 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 1Office, Master data related to the focused market in order to ensure consistent way of working for the employees

Your required skills and experience include:

  • Diploma or degree holder in hydraulic machinery, electric machines, power electronics or control field
  • At least 5 years of experience with pumps or control panels maintenance or consultancy or sales works, will be beneficial
  • A minimum of 5 years prior experience supervising people.

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 on LinkedIn or Youtube, and to get to know some of your future colleagues and why they enjoy working at Grundfos, check out Meet our people

We look forward to hearing from you.

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