Front Line Manager/Customer Support Manager

Grundfos•Lenexa, KS

4d•Hybrid

About The Position

Are you passionate about leading high-performing teams that deliver exceptional customer experience and drive sales success? Then join our mission to pioneer smarter water solutions that reduce energy use and improve lives. As our new Front Line Manager/Customer Support Manager, you'll be leading and developing a Customer Sales & Support Center (CSSC) team that ensures every customer interaction reflects our commitment to excellence and operational efficiency. You'll be part of a diverse, supportive and inclusive culture, that celebrates our differences and puts people first by fostering growth, well-being, and a sense of belonging. This position follows a hybrid work model (3 days in office, 2 days remote) and will be based out of our Brookshire, TX office. What you will be doing As a key part of the U.S. Customer Sales & Support Center (CSSC) team, you'll create impact by aligning customer support operations with strategic business goals while developing your team's capabilities and continuously elevating the customer experience.

Requirements

A Bachelor's degree, preferably in business or a technical discipline (or equivalent experience).
Demonstrated experience in customer services development, management, and leading people.
Experience with CRM platforms and business intelligence dashboards.
Strong analytical, decision-making, and organizational skills with the ability to manage multiple priorities under pressure.

Nice To Haves

Proficiency with SAP CRM, SAP ECC, or Business Warehouse systems.
Experience leading cross-cultural or multi-site customer support teams
Track record of driving change management and process improvement initiatives

Responsibilities

Provide day-to-day leadership, coaching, and support to CSSC team members, ensuring timely, high-quality responses to internal and external customers while managing work allocation and priorities.
Drive customer satisfaction (ECSS) objectives by soliciting feedback, resolving complaints through root cause analysis, and implementing innovative methods to enhance loyalty.
Monitor and analyze KPIs, sales performance, and customer experience metrics using dashboards and reports, identifying trends for proactive improvements.
Champion process standardization, digital tool adoption, and continuous improvement initiatives across cross-functional teams to increase speed, simplicity, and efficiency.
Partner with the Sales Operations Director and sales leadership to align CSSC services with strategic business goals and support growth initiatives.
Lead hiring, onboarding, performance evaluations, and professional development efforts, fostering a collaborative and engaged team culture.