Cssc Customer Service Manager Dbs

CSSC Customer Service Manager DBS Application Deadline:  Workplace:  Hybrid Position Location:  Regency Park, SA, AU, 5942 Newington, NSW, AU, 2127 Brighton, AU, 3186 Contract Type:  Full-Time Employment Type:  Regular CSSC Customer Service Manager, Domestic Building Service Division What is the job about? The CSSC (Customer Sales & Service Support) Customer Service Manager contributes to the success of the company’s sales performance through effective leading of the CSSC team in maximizing customer experience. You will also be responsible for setting department goals, tracking performance and conducting regular review to optimize the pre-sales to cash processes and ensure on time response to both customer enquiries and the Grundfos external sales team. Basic sparepart enquiries, service offering and replacement pumps will be part of the scope in Frontline. It is also expected that the CSSC Customer Service Manager to focus on the development of each individual team members contributing to team effectiveness Your main responsibilities Supervision: Provide the day to day supervision and direction to CSSC DBS team and ensure the team meet assignment deadlines and response time expectations for both internal and external customers. Responsible for ensuring accurate and detailed information is being captured by direct reports in local systems. Primary responsibility to manage and coordinate the work allocation and prioritize across the business using relevant tools. Run daily, weekly and monthly reports to assess customer experience metric, sales performance and process KPIs using the Grundfos dashboards. Identify any leading indicator for swift improvement Assess the competences (people, processes and tools) of the team 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: Working supervisor within their department; provide customer assistance and support in coordination with their direct reports. Ensure basic business foundation are in place. For example, quality master data and process standardization with minimal localization. Conduct meetings to review team performance. Establish an activity plan for areas of improvement. Ensure these activities are implemented and evaluate the change impact over a period of time to ensure desired results are achieved Ensure effective collaboration with sales department 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 to ensure common alignment of processes inside the focused market. Use customer and employee feedback to generate ideas to increase customer and employee engagement, and also process improvement Engage in monthly meeting with team to report on progress Ensure effective usage and promotion of Grundfos digital tools to drive speed and simplicity for both customers and employee Any other relevant activities as requested            Your…
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