Every day, we get opportunities to make a positive impact - on our colleagues, partners, customers and society. Together, we're pioneering the solutions of the future and unlocking the full potential of precious resources. Trusted to act on initiative, we challenge conventional thinking to develop world-leading technologies that inspire progress in vital areas, including energy, food, water and shipping.
As we push forward, the innovative, open spirit that fuels our 140-year-old start-up culture and rapid growth also drives our personal growth. So, as we shape a more resourceful, less wasteful world, we build our careers too.
About the job
The Inbound Customer Support Manager, a marketing professional, is responsible for leading, managing, and driving a team who are the first point of contact for customers via inbound communication channels and ensure all inquiries and issues are promptly addressed and resolved. The manager's use of CRM software to manage and analyze customer interactions is crucial in providing and enabling data-driven decisions for marketing and customer engagement strategies. Reporting to the Head of Cluster Marketing - North America, the Customer Relationship Manager is an integral part of a collaborative team, working closely with sales and marketing to coordinate and align business strategies and actions to meet customers' needs and expectations.
As part of the team, you will:
Act as a primary point of contact for customer inbound communication channels, handling inquiries, complaints, and feedback and ensuring that all customer interactions are professional and customer focused. This includes direct interactions with customers through phone, live chat, and email.
Responsible for managing the Inbound Customer Support team to provide timely customer interaction, problem resolution or escalation with effective and efficient follow-up.
Supports valued business relationships in all dealings with related departments aiming to resolve customer issues in a timely manner. Approaches peers and customers with a spirit of positive problem resolution.
Monitor and analyze customer satisfaction levels to identify areas for improvement and provide input for marketing and customer engagement strategies.
Implement customer engagement tactics and initiatives to drive sales and retention growth.
Oversee customer relation management system in partnership with the marketing team to ensure proper usage to gather insights.
We care about diversity, equity and inclusion in our recruitment processes. We also believe behavioral traits can provide important insights into a candidate's fit to a role. To help us achieve this, we apply Pymetrics assessments, and upon application you will be invited to play the assessment games.
What you know:
You have a bachelor's degree in business, communications, marketing, or a related field, or have equivalent work experience. Additionally, you have:
5 or more years of experience in customer service, sales, or a related field with at least 3 years of experience in a managerial or supervisory role.
Proficient in using customer service software, such as Microsoft Dynamics, Call Rail, etc. as well as Microsoft Office and Google Suite
Proficient in using Customer Relationship Management (CRM) platforms. Preferably Microsoft Dynamics.
Excellent communication and interpersonal skills, both written and verbal, with the ability to communicate effectively with customers and staff at all levels.
Strong leadership and organizational skills, with the ability to motivate and inspire the support team and foster a positive and collaborative work environment.
Experience in leading, coaching, and motivating a team of customer support agents, with the ability to provide feedback, set goals, and monitor performance.
Strong problem-solving and decision-making skills, with the ability to prioritize tasks, delegate responsibilities, and handle escalated issues.
Flexible and adaptable, with the ability to work under pressure and handle multiple tasks and priorities.
A customer-centric mindset, with the ability to understand customer needs, expectations, and pain points, and to deliver solutions that enhance customer value and satisfaction.
A passion for learning and improvement, with the willingness to keep up with industry trends, best practices, and new technologies in customer service.
What's in it for you?
We offer a challenging position in an open and friendly environment where we help each other to develop and create value. Your work will have a true impact on Alfa Laval's future success. Our benefits-eligible associates enjoy healthcare, dental and vision plans, a robust wellness program, generous 401(k), paid holidays, paid time off benefits, and more. At Alfa Laval, we carefully consider a wide range of factors to determine your total compensation package. We rely on market indicators and consider your specific job, background, skills, and experience to get it right. The base salary for this role is typically $72,000 - $100,000.
Alfa Laval is an equal opportunity employer. We are committed to building an inclusive and diverse workforce. All employment is decided on the basis of qualifications, merit, or business need, without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
