Customer Service Manager

Every day we get opportunities to make a positive impact on our colleagues partners customers and society. Together were 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 Customer Service Manager is responsible for leading the Energy Divisions customer service organization and ensuring the highest levels of customer satisfaction. This role drives a culture of ownership and customer centricity while improving processes within the ordertocash flow. The position combines strategic leadership operational excellence crossfunctional collaboration and direct management of customer service managers and representatives.

The Customer Service Manager acts as a key liaison between customer service sales operations and other internal stakeholders across Alfa Laval.

This is a hybrid opportunity based in Richmond VA.

As a part of the team you will:

• Lead the development and execution of the Energy Divisions customer service strategy ensuring alignment with business goals and longterm organizational success.

• Drive a culture of ownership customer centricity and high performance by mentoring and developing customer service managers and representatives.

• Establish and standardize customer service processes with clear roles and responsibilities ensuring efficient highquality execution across the ordertocash workflow.

• Optimize order handling proceduresincluding inquiry management order entry and order execution followupwhile leveraging existing frameworks such as ALPS to enhance efficiency.

• Monitor customer service performance through defined KPIs analyze trends and present updates to Sales Directors Factory Managers Accounts Receivable and other key stakeholders.

• Serve as the voice of the customer across the organization ensuring customer needs feedback and pain points are captured and addressed through continuous improvement initiatives.

• Support the evaluation selection and implementation of new customer service tools and technologies ensuring systems meet operational needs and improving customer experience.

• Lead the resolution of escalated customer issues ensuring timely effective outcomes that reinforce customer trust and satisfaction.

• Ensure all customer service activities comply with relevant regulations internal policies and quality standards.

• Manage the department budget responsibly making strategic investments in tools systems and training that elevate overall performance.

• Collaborate closely with sales marketing operations finance and other departments to deliver cohesive unified customer experience across the Energy Division.

What you know:

You have a bachelors degree in Business Administration Management or a related field and have:

• Extensive experience leading customer service teams in a fastpaced processdriven environment

• Strong background in ordertocash workflows service process optimization and continuous improvement

• Proven ability to drive change implement new systems and support digital transformation initiatives

• Experience collaborating crossfunctionally with sales operations finance and supply chain

• Excellent communication leadership and stakeholdermanagement skills

• Familiarity with Lean or Six Sigma methodologies; Green Belt certification (preferred)

• Knowledge of customer service technologies CRM systems and performance dashboards

• Ability to travel domestically as needed (less than 25%)

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.

Whats in it for you

Alfa Laval offers a competitive salary and full benefits package including medical/dental/vision/life 401(k) plan and more. At Alfa Laval we carefully consider a wide range of compensation factors to determine your total compensation package. We rely on market indicators to determine compensation and consider your specific job family background skills and experience to get it right. These considerations can cause your compensation to vary and will also be dependent on your location. The base salary for this role is typically $110000 - $130000 annually.

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.

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