Customer Sales and Support Center Manager, IND - MENA
Grundfos
- Cairo
- Permanent
- Full-time
- 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
- 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.
Grundfos is one of the world’s leading water technology companies with more than 19.000 employees in 60+ countries all over the world. Our skills commit us to pioneering solutions to the world’s water and climate challenges and improve the quality of life for people. We dare to do things that others cannot or dare not do, as we believe innovation is not only a business opportunity, but an obligation. And what really matters to us is not short term profit, but the impact we make. By becoming part of our united powerful team, you too can drive this change no matter your role.An inclusive team
If you like the look of this job and know you can bring your skills to contribute to our purpose, please apply. We need and welcome professional people from all corners – however you identify and whatever your background is.