Job Description

Are you a customer service leader who thrives on building high-performing teams and delivering world-class order management experiences? Then join us in our mission to pioneer smarter solutions for moving and transforming water, reducing energy consumption, and enhancing quality of life for people.

As our new Customer Sales & Support Center Order Management Team Supervisor, you will be leading and developing an Industry CSSC Order Management Team, driving operational excellence across order processing, customer interactions, and service delivery while ensuring your team consistently meets KPIs and SLAs.

This role will support North America and Latin America markets and will be working in the night shift.

What you will be doing

As a key part of the Industry Customer Sales & Support Center team, you'll create impact by Building a motivated, high-performing team that delivers exceptional customer experiences and drives efficient order management across multiple channels..

Your main responsibilities include:

• Actively develop, lead, and motivate the Order Management Team to deliver world-class customer service through email, phone, live chat, and other channels
• Coordinate and review worklists, manage shift and resource capacity to ensure optimal service levels, KPIs, and SLAs are consistently achieved
• Oversee end-to-end order management including order entry, validation, release, changes, cancellations, and open order housekeeping to ensure accuracy and speed
• Enable best-practice workflows, document local processes, and promote digital tools (Chat, GPC, MyGrundfos, Extranet) to enhance the customer experience
• Collaborate with external Sales, Finance, and Supply Chain stakeholders to resolve order issues, manage customer escalations, and ensure seamless order progression
• Monitor and report on team performance metrics, identifying opportunities for continuous improvement and operational efficiency

What makes you a great fit

Above all, you are an experienced customer service leader with strong organizational skills, a passion for team development, and a track record of delivering exceptional order management results in a fast-paced commercial environment. We would also imagine that you have:

• Minimum 5 years of experience in a customer sales and support center or similar order management environment
• Proven experience in customer service management with strong organizational skills and accountability
• Strong knowledge and analytical capability of business processes, order management workflows, and customer-centric service delivery
• Strong knowledge in SAP system/ CRM and digital customer service tools
• Strong communication and relationship-building skills with both internal and external stakeholders, with good written and spoken English

It is a plus if you also have:

• Experience in managing organization transition
• Proficiency in multiple languages
• Flexibility to work shifts, including possible night shifts and local public holidays

Why you will love working here

We care! Day to day, you can look forward to:

• Performance-based Annual bonus, health insurance, retirement benefit, and a strong focus on well-being activities.
• Three days' additional paid leave for volunteering in your community.
• Access to on-demand training and learning sessions and carefully structured programmes to pursue personal and professional development opportunities.

Are you ready to unlock possibilities at Grundfos? Apply today!

To get to know us better, follow us on LinkedIn or visit grundfos.com