Inbound Customer Support Manager - ALFA LAVAL INC

JOB REQUIREMENTS: Duties and Responsibilties of Job: 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 To view the full job
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