Inbound Customer Support Manager

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.  

Organizational Components (level of functional responsibility, relationships, level of direction received, and ability to initiate work)

• 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

Alfa Laval Core Competencies

• Customer Focus

• Networking & Influencing

• Leading Others & Self

• Learning Ability

• Drive for Results

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 leading, coaching, and motivating a team of customer support agents, with the ability to provide feedback, set goals, and monitor performance.

• Strong problem-solving and decision-making skills, with the ability to prioritize tasks, delegate responsibilities, and handle escalated issues.

• Flexible and adaptable, with the ability to work under pressure and handle multiple tasks and priorities.

• A customer-centric mindset, with the ability to understand customer needs, expectations, and pain points, and to deliver solutions that enhance customer value and satisfaction.

• A passion for learning and improvement, with the willingness to keep up with industry trends, best practices, and new technologies in customer service.

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’s in it for you?

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 $80,000 to $105,000.

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