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Alfa Laval · 4 months ago

Inbound Customer Support Manager

Richmond, VA

Full-time

Onsite

Mid, Senior Level

$80K/yr - $105K/yr

5+ years exp

Alfa Laval is a pioneering company focused on developing world-leading technologies in vital areas such as energy, food, water, and shipping. They are seeking an Inbound Customer Support Manager who will be responsible for scaling and optimizing the inbound marketing function to enhance customer experience and drive revenue opportunities. The role involves leading a team that serves as the first point of contact for customers and utilizing technology platforms to manage customer interactions effectively.

Energy EfficiencyIndustrialMachinery ManufacturingMechanical EngineeringMiningTest and Measurement

Responsibilities

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

Qualification

Customer Relationship ManagementCustomer service softwareLeadership skillsData analysisCommunication skillsCustomer-centric mindsetTeam motivationProblem-solving skillsOrganizational skillsAdaptability

Required

You have a bachelor's degree in business, communications, marketing, or a related field, or have equivalent work experience

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