Industry Customer Service & Sales Center (CSSC) Order Management Team Supervisor (Mid Shift)

Ortigas Center, Pasig City

Are you interested to work as a CSSC Order Management Team Supervisor?  In this role, You will actively develop and lead an efficient, productive, motivated and supportive Industry CSSC Order Management Team delivering world-class customer services through various communication channels. You will manage the demands of the Order Management Team by coordinating and regularly reviewing worklists and managing shift/resource capacity to ensure optimal customer service levels are achieved. You will enable the team to provide exceptional service with the adoption of best practice workflows and document special local processes. Actively develop, monitor, and report on a set of pre-defined Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for the team. 

Your main responsibilities:

• Ensure the supervision and direction of the team with coordinating daily work demands are achieved with quality, accuracy and timeliness.
• Schedule resource capacity according to shift schedules to secure continuous delivery of services to our customers.
• Monitor performance against KPIs and SLA and provide regular reports to senior management.
• Manage and encourage the development of the team and help them progress towards their professional development goals.
• Analyze performance data to identify areas for improvement and propose actionable changes.
• Adapt any new best practice process into daily work schedules with the training and upskilling of teams.
• Ensure all processes comply with best practices and/or local legislation and regulations for the country specific.
• Participate in the hiring process and training/upskilling of new employees.
• Engage in regular discussions about employee development and performance. 
• Conduct yearly employee development dialogues aligned with group's annual cycle.
• Follow all local guidance concerning quality, environment, sustainability, health, and safety.
• Support Ad hoc tasks defined by leadership

 Your background:

• Minimum of 5 years of Grundfos CSSC experience or similar experience.
• Good knowledge and proven experience of Customer Service Management, relevant administrative experience, organizational skills & accountability with the customer.
• Good knowledge of our business structure, processes, products, and key market needs to create a successful customer centric experience.
• Current with relevant technology and trends and applications.
• Good proficiency in MS Office applications.
• Good communication and networking skills together with the ability to build strong and trusting relationships with both internal and external stakeholders.
• Good written and spoken English.
• Ability to speak multiple Languages is an advantage.
• Ability to work shifts, including possible night shift and local public holidays

What’s in it for you?

Whether it’s developing leadership skills or advancing your expertise even further, we’ll support you with continuous learning and development opportunities, to help discuss and steer your long-term Grundfos career path. You’ll be welcomed from day one into an inclusive, trusting environment guided by six core values.

• Development opportunities in an international environment
• People- and value-focused organization culture
• Social- team and sport events
• Training opportunities

Do you want to learn more? 

If this job sounds appealing, please send your resume and cover letter by clicking “Apply”.

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We look forward to hearing from you.