Director - Customer Service
Alfa Laval Global

Job Info

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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

As an integral member of our Service Sales team, you will play a pivotal role in leading and managing the customer service department to ensure the highest level of customer satisfaction in an effective way. You will develop and implement strategies to drive a culture of ownership and customer centricity, improve customer service processes, drive efficiency gains in the quote to cash process, managing a team of customer service managers and representatives, and acting as a liaison between the customer service team and other departments within the organization. You will have the opportunity to contributing to the overall success and growth of the Service Sales organization. Currently, this is a Hybrid opportunity located in Richmond, Virginia

As a part of the team, you will:

• Develop and implement a comprehensive Service Sales customer service strategy that aligns with the company's goals and objectives.
• Manage, mentor, and lead customer service team to ensure ownership, customer centricity, commercial discipline, high performance and engagement.
• Establish customer service procedures with clear roles and responsibilities to standardize operations, drive efficiency gains, and ensure consistent quality.
• Use key performance indicators (KPIs) to monitor and evaluate the effectiveness of customer service operations. Regularly report on metrics with key stakeholders.
• Act as voice of the customer in the company, ensuring that customer needs and feedback are heard and addressed.
• Provide feedback in the selection and development of new customer service tools and systems, ensuring they meet the needs of the team and improve efficiency and customer experience. Support the implementation of new tools and systems.
• Handle escalated customer issues and crises effectively, ensuring swift resolution while maintaining customer trust and satisfaction.
• Ensure compliance with all relevant regulations and policies in customer service operations.
• Manage the customer service department budget, ensuring cost-effective operations while investing in tools and training that enhance service delivery.
• Work closely with other departments ensure a cohesive approach to customer service and a unified customer experience.

We care about diversity, inclusion and equity 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 bachelor's degree in business administration management or related field, and:

• 3-5 years of professional experience related to customer service
• 3-5 years of management or leadership experience, including responsibilities around process improvement, change management and new system implementation
• Familiarity with Lean or Six Sigma methodologies. Green belt or higher a plus
• Experience with digital transformation and implementing new technologies in customer service

At Alfa Laval, we pride ourselves on creating an inclusive and dynamic workplace that values diverse perspectives and experiences. While we typically welcome applicants from all locations, currently, we are prioritizing candidates who reside in the US or have an established presence in the area

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 $100,000 - $140,000.

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.

EEO/Vet/Disabled Employer

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