CSSC Manager, INDO & SSA Job Description Grundfos is seeking an exceptional (Customer Sales and Support Center) CSSC Manager, INDO & SSA who will champion our capability to garner industry acumen and sharpen the transference to action. The CSSC Manager is responsible for providing leadership, direction, supervision, efficiency and process improvement for his/her team and ensuring that Grundfos exceeds customer and organisational support expectations. The Internal Sales Manager CBS will focus on the development of his/her team as well as the individual professional development of his/her team members. The Internal Sales Manager CBS reports to the Regional CSSC Director of the division. **What is the job about?** Specifically, you will work to: **Management:** + Leading the business strategies defined for the customer support service. + To supervise and manage the Front Line and Back Office teams assigned to their department to allocate work priorities within the team and thus guarantee the quality of execution in terms of deadlines, quality perceived by the client, and compliance with the company's strategic priorities. + This organisational management will also have to respect the capacities and skills of the employees. + Provide supervision and direction to Back Office / CoE teams and ensure the team meet assignment deadlines and response time. Manage and coordinate the work allocation and prioritize across the business using relevant tools. Run daily, weekly and monthly reports to assess customer experience metric, sales performance and process KPIs using the Grundfos dashboards. Identify any leading indicator for swift improvement · Assess the competences (people, processes and tools) of the team periodically and propose development or training needs. · Provide mentorship and knowledge sharing to team members, where applicable, and coach them to finding resolutions + Handle escalated and more complex order fulfilment tasks related to project sales and customer invoice disputes. Provide primary and/or secondary support for escalated inquiries regarding the Order-to-Delivery process and tools. Provide timely and effective quotations, technical advice, and Order Entry related support to Customers and sales teams. + Participate in the hiring of staff and conduct an annual employee development and performance dialogue. + Manage the development of their team by ensuring that the tasks assigned match the career interests of each employee, where possible, and encourage their employees to progress towards their career development goals. Mentor their direct reports to improve their skills and competencies, with a focus on continuous professional development for their respective roles. **Execution and improvement of processes:** + Supervising the work within the department; helping and supporting clients in coordination with the teams. + Interface with other departments within the organisation, such as other CSSC managers performing the same role in other divisions/countries. Coordinate and cooperate with other CSSC managers to share the best business practices to ensure common process alignment within the target market. + Proactively seek to understand the objectives of the CSSC and each business unit and add value to the process of executing the strategic plans with respect to customer service and technical application support. + Identify opportunities for improvement and make constructive suggestions for change while effectively managing the innovative change process. **Reporting / Time Management:** + Master data maintenance: Responsible for ensuring that accurate and detailed information is captured by direct reports in the CRM interaction centre. + Ensuring the follow-up of key indicators and the resulting actions: whether it is about the deadlines and quality of responses to quotations or the management of the release of orders, the CSSC manager must ensure that the entire follow-up is fluid from the beginning to the end of the sales cycle. + Ensure configuration and consistency of tools: Responsible for coordinating the means to ensure the correct configuration of all telephone systems, CRM 1Office, master data related to the target market to ensure a consistent way of working for employees **Your background** + Bachelor's Degree with minimum 8 years to maximum 15 years of experience including 2 years of team handling (preferably),from a large international company working in a customer service or inside sales role + Ability to lead and motivate internal teams in mixed technical and commercial roles. + Ability to communicate effectively both orally and in writing. + Ability to develop a clear, process-oriented vision of what one's department does and how one's subordinates will contribute and develop. + Demonstrate knowledge of pumps and pumping systems, including electronically controlled pumping systems for target markets. + Ability to make business presentations to all levels of management and to audiences of various sizes. + Excellent computer skills, with above-average knowledge and use of Microsoft Office application programs (Word, Excel and PowerPoint), and a strong ability to learn and apply new systems and programs. + Ability to make quick and sound decisions in urgent situations. + Be open to change and manage it. + Ability to lead and develop a team and to train, coach and mentor team members effectively. **Do you want to learn more?** This position is based out of **Chennai** . If this sounds appealing to you, please upload your CV/resume and cover letter today via our Careers portal. If you want to dig deeper into the Grundfos universe, please visit us onLinkedIn (http://linkedin.com/company/grundfos) orYoutube (http://youtube.com/user/grundfos) and to get to know some of your future colleagues and why they appreciate working at Grundfos, check outMeet our people (https://www.grundfos.com/careers/meet-our-people) . We look forward to hearing from you. Information at a Glance **Job details** Workplace: Hybrid (office and home-working) Job Location: Chennai, Tamil Nādu, India Contract Type: Full-Time Employment Type: Regular