Inbound Customer Support Manager

Overview

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 scaling and optimizing the inbound marketing function to help deliver a seamless customer experience and ongoing revenue generating opportunities. The manager will lead and drive a team who are the first point of contact for customers across inbound communication channels, including (but not limited to) phone, email and chat.

This role will ensure all inquiries are promptly addressed and resolved to enable a seamless customer journey that helps extend Alfa Laval’s market leadership across participation areas like Food & Water, Energy, Marine, and Service. The managers use of technology platforms, like CRM, to manage, analyze and report customer interactions is critical to enabling and accelerating data-driven commercial and marketing decisions.

Reporting to the Head of Cluster Marketing – North America, the Inbound Customer Support Manager is an integral part of a collaborative team, working closely with sales and marketing to coordinate/align business strategies and actions to meet customers’ ongoing needs.

This is an on-site role in Richmond, VA.

As a part of the team, you will:

• Scale and optimize the Inbound Customer Support function, creating systems, processes and implementing best practices to enable a seamless customer experience across all touchpoints.
• Lead and manage the Inbound Customer support team to provide best-in-class customer interaction, including RFQ and RFI, problem resolution or escalation with effective and efficient follow-up.
• Act as a primary point of contact for customer inbound communication channels like phone, live chat, and email, ensuring that all customer interactions are professional and customer-focused to drive first-interaction resolution and support growth of the sales funnel.
• Develop, monitor and analyze KPI’s with regular business partner reporting to drive continuous improvement, strategy development and enable insights-based decision making.
• Develop and maintain close business partnerships with cross-functional groups and peers to drive strategic alignment, supporting a spirit of collaboration and positive problem resolution.

• Manage technology platforms, like customer relation management systems, in partnership with the marketing team to develop actionable insights and intelligence.
• Implement customer engagement tactics and initiatives to drive sales and retention growth.

• Receives overall direction from the Head of Cluster Marketing, North America
• Close collaboration with Cluster President, Divisional VP’s, BU Managers, Customer Service leads, and Commercial Excellence is critical to the role

• Customer Focus
• Networking & Influencing
• Leading Others & Self
• Learning Ability
• Drive for Results

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…