Customer Support Manager

Customer Support Manager

Vacancy for Customer Support Manager

The purpose of this job is to provide direct support to customers in handling Standard Orders throughout the order to cash process (from customer order to Invoicing) and keep the customers updated on deliveries.

About the Company:

In Alfa Laval, we are every single day contributing to a more sustainable future for our planet through engineering innovation. Our global team designs and implements the refining, recycling, and purifying process that allows our customers to be better themselves. You will find our work in leading applications for water purification, clean energy, food production, waste processing, pharmaceutical development, and much more. The people of Alfa Laval enjoy the freedom to pursue ideas and the resources to see those ideas become reality, in an environment that welcomes drive, courage, and diversity. The result is a company where we can all be very proud of what we do.

Our core competencies are in the areas of heat transfer, separation, and fluid handling. We are dedicated to optimizing the performance of our customers' processes. Our world-class technologies, our systems, equipment, and services must create solutions that help our customers stay ahead. Please feel free to peruse our website www.alfalaval.com.

The position / About the Job:

• Responsible for leading, managing, and driving a team of customer support, including order-to-cash cycle and claims handling for the Business Unit
• Responsible for developing and securing a high-performing customer support team in line with the Alfa Laval culture to deliver superior customer experience. .

In this job of Customer Support Manager, you would be responsible for:

• Manage the order-to-cash process for Standard Orders, from the order acceptance to invoicing (Order fulfillment, Ordering Equipment, Parts & Technical expertise, Monitoring cost, Warehousing, Order Shipping, and Customer Invoicing).
• Customer support during the process: order status, delivery date.
• Backlog and WIP maintenance.
• Claims administration.
• Coordination with cross-functional teams ( Sales, Operations, Technical Support Team, Warehouse, etc.)
• Complete ownership for customer communication
• Elaborate the annual plan with the high priorities for the team based on the Local Sales Strategy and Targets.
• Ensure timely order entries, invoicing in line with customer requirements
• Timely Support account receivable plan for activities related to the customer support function. • Coordinate the order logistics with the Alfa Laval factories according to the customer contract requirements.
• Work closely with the finance team to enable invoicing and backlog follow-up.
• Develop, motivate, and coach direct reports to secure the development of relevant competencies.
• Work closely with relevant stakeholders in India and factories abroad to ensure timely fulfillment of commitments.

Who you are

Knowledge / Qualification:

• BE / BTech

Skills:

• Fluent in written and spoken English.
• 7-10 Years of experience in Customer Support Management

Attitude:

• Structured and systematic approach.
• Orientation on high-quality standards of work results.
• Team player with good communication and negotiation skills.
• Eager to share knowledge and experience with others.
• Customer-orientation and effective cooperation.
• Self-driven and responsible, also for others.
• Right First Time
• Collaborative approach to achieve results
• Leading order management team for superior customer experience

Why should you apply

We offer you an interesting and challenging position in an open and friendly environment where we help each other to develop and create value for our customers. Exciting place to build a global network with different nationalities to mingle and to learn. Your work will have a true impact on Alfa Laval’s future success, you will be learning new things every day.

Interested? Please apply for the position

Note:-

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.

Experience Level

Senior Level