IND CSSC FL Assistant Manager

1 month ago

Shanghai, China Grundfos Full time

Are you eager to join a professional CSSC team that collaborate with other departments to exceed customer expectations within the industry division? Then we have an interesting position in Grundfos in Shanghai City， this is your chance to join us as a Frontline Assistant Manager

What is the job about?

To lead and drive CSSC Front Line team to provide world class customer service through various Customer channels and performing according to established governance structure and processed targets.

To coach and lead front team members to grow to best team in daily practice, share best practice and work with customer-oriented mindset and good collaboration with 2nd Line, Backoffice, PACE and support function.

 

Your main responsibilities:

  • Lead and drive CSSC Front Line team to provide world class customer service through various Customer channels. Make sure the front line to provide timely and effective quotations, technical advice related support to Customers.
  • May provide training and development of Grundfos products and services to both internal and external customers. Promote digital tools towards customers using templates (GPC, MyGrundfos, Extranet).
  • Manage and coordinate Customer complaints, requests for Customer returns and damaged returns.
  • Identify possibility of process improvement & optimization. Participate in cross-function tasks and projects as defined by leadership.

 

Your background:
We imagine that you have: 

  • Bachelor’s Degree.
  • Minimum 5 years’ working experience with minimum 3 years of leadership role in customer sales & support.
  • Good team management and leadership skills.
  • Advanced knowledge of Customer Service, relevant administrative experience, organizational skills and accountability with the Customer.
  • Excellent coach skills to grow team and individuals.
  • Product and Application Knowledge – Interpret type keys, identify pumps vs spare parts, kits vs motors, identify where product is built (not essential).
  • Demonstrate practical working knowledge of customer service software, databases, and SAP CRM/SD/MM.
  • Good communication and networking skills together with the ability to build strong and trusting relationships with both Internal and External Stakeholders.
  • Excellent written and spoken English.

 

We look forward to hearing from you.

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