Global CSSC Manager
hace 2 días
Grundfos is seeking a highly skilled CSSC Manager to lead its Commercial Building Services (CBS) team in maximizing customer experience. This role reports directly to the Head of CBS CSSC Americas and is based out of the Apodaca, NL facility.
About the Role:
The CSSC Manager plays a crucial role in contributing to the company's sales performance by effectively leading the South America CSSC. Key responsibilities include setting department goals, tracking performance, and conducting regular reviews to optimize complex pre and post-sales support. The CSSC Manager is also responsible for delivering quality technical solutions to both customer enquiries and the Grundfos external sales team.
Main Responsibilities:
Supervision:
- Provide supervision and direction to CSSC teams, ensuring they meet assignment deadlines and response time expectations for both internal and external customers.
- Manage and coordinate work allocation and prioritize tasks across the business using relevant tools.
- Ensure accurate and detailed information is captured by direct reports in 1Office CRM.
- Run daily, weekly, and monthly reports to assess customer experience metrics, sales performance, and process KPIs using the Grundfos dashboards.
- Assess team competences (people, processes, and tools) periodically and propose development or training needs.
- Provide mentorship and knowledge sharing to team members, where applicable, and coach them to finding resolutions.
Process Execution and Improvement:
- Conduct regular meetings with 1Office team to review team performance and establish an activity plan for areas of improvement.
- Ensure effective collaboration with future project sales office in executing project tenders and technical support.
- Liaise with cross-functional teams and management to support and implement sales growth or process improvement strategies.
- Coordinate and cooperate with other CSSC Leaders to share best business practices and ensure common alignment of processes inside the focused market.
- Use customer and employee feedback to generate ideas to increase customer and employee engagement and process improvement.
- Engage in monthly meetings with management team to report on progress.
About You:
To succeed in this role, you should have:
- Degree or equivalent level or 5+ years relevant experience will be considered.
- Experience in customer services development & management.
- Sound business knowledge.
- Ability to lead and develop a cross-cultural team and effectively train, coach, and mentor team members.
- SAP Customer Relationship Manager / SAP ECC / Business Warehouse.
What's in it for you?
You'll be part of a diverse network of pioneers guiding others in seeing possibilities, not problems. You'll be instrumental in spreading our optimistic, positive attitude to promote global innovation and a genuine 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.
Additional Benefits:
Grundfos offers a diverse, inclusive environment with employee-led forums offering colleagues a safe place to connect and share openly. Flexible working hours and up to 3 days' additional paid leave for volunteering are also available. Annual bonuses, health insurance, internal well-being consultants and programs, and access to the modern Grundfos Academy to pursue further both personal and professional development are also included.
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