Customer Service Support Manager Job Description _Would you like to work in an international, innovative organization, where we produce high-quality solutions_ andare constantly looking to enhance existing and develop new offerings as a _Customer Service Support Manager?_ _Then we have an interesting position in Grundfos for you!_ **What is the job about?** As a Customer Service Support Manager, you will have the functional responsibility for all service activities with level 1 resolutions, you will be responsible for the execution of the customer service tactics, procedures, and policies, as agreed with the Head of Service & Solutions Support and in alignment with Group Standards, Values and Code of Conduct. The Customer Service Support manager works in close collaboration with Service Specialists, Service Centers, and the Customer Service (CSSC) to ensure efficiency and added value for our customers. The main objective is to exceed the customer expectations while keeping the Grundfos team motivated to provide a positive customer care experience. This position reports directly to our Head of Service&Solutions Support Americas and will operate in Monterrey, NL facility daily. Please note that relocation for this position cannot be supported, and qualified candidates must have authorization to work in Mexico without support. **Your main responsibilities:** People Management: + Hire, onboard, and retain the Technical Support team. + Develop and track training paths. + Conduct performance and development dialogues (PDD) + Monitor and create tactics to improve employee satisfaction (EMS) Tools Management: + Set up team with necessary tools (C4C, TRIO/Five9) + Set up any additional tool necessary to conduct high customer service activities Service Management: + Ensure effective time management for team coverage. + Monitor and ensure quick closures or transfers of Service Orders. + Audit phone calls for quality and script adherence. General Management + Conduct continuous training and collaboration activities. + Run reports and propose improvement projects. + Manage cost budget + Provide feedback on operational KPIs and achieve targets. + Achieve high levels of customer satisfaction (SCSS) **Your background** We imagine that you have: + 3-5 years telephone support experience, preferably customer service support + 2-3 years of management + Customer Service experience + Experience with troubleshooting activities + Knowledge of MS Office, TEAMS, SAP, ticket systems, and phone systems + Fluent in English (verbal and written) + Knowledge of Spanish, French, and/or Portuguese is an advantage. + Interest in further improving the Grundfos service + Problem-solving skills and ability to work in a team + Follow and implement instructions + Planning and organizing + Good time management + Meet customer expectations + Follow instructions and procedures + Good handling of pressure and setbacks **What’s in it for you?** What are your goals? Here at Grundfos it’s our mission to help you develop and fulfil your ambitions, both career and personal. We are guided by our six core values, and you’ll find that your fresh ideas will be welcomed and make a difference in everything from local to large-scale global projects. You’ll encounter colleagues from all over the world both as part of your daily work, supporting and all the while broadening each other’s cultural horizons. In addition, your day-to-day benefits include: + Flexible working hours; up to 3 days’ paid leave for volunteering + Annual bonuses, parental support, internal well-being consultants and programmes, engaging team buildings + Diverse, inclusive environment with employee-led forums offering colleagues a safe place to connect and share openly. + Long-term career development with regular dialogue, as well as continuous learning and development opportunities. If this job sounds appealing, please send your resume by clicking “Apply”. **Do you want to learn more?** To dig deeper into the Grundfos universe, follow us on LinkedIn (http://linkedin.com/company/grundfos) or Youtube (http://youtube.com/user/grundfos) ,and to get to know some of your future colleagues and why they love working at Grundfos, check out Meet our people. (https://www.grundfos.com/careers/meet-our-people) **Please be advised that ONLY resumes submitted in English will be considered during the screening process for the role. All applicants are required to submit their application in English to ensure efficient review of all qualifications and experiences relevant to the position. We appreciate your cooperation and would like to thank you for considering a career at Grundfos.** **We look forward to hearing from you.** Information at a Glance **Job details** Application deadline: Workplace: Onsite Position Job Location: Apodaca, Nuevo León, Mexico Contract Type: Full-Time Employment Type: Regular