CSSC Order Management Team Supervisor Job Description **Industry Customer Service & Sales Center (CSSC) Order Management Team Supervisor (Mid Shift)** Ortigas Center, Pasig City **Are you interested to work as a CSSC Order Management Team Supervisor** **? In this role, You will actively develop and lead an efficient, productive, motivated and supportive Industry CSSC Order Management Team delivering world-class customer services through various communication channels.** **You will manage the demands of the Order Management Team by coordinating and regularly reviewing worklists and managing shift/resource capacity to ensure optimal customer service levels are achieved.** **You will enable the team to provide exceptional service with the adoption of best practice workflows and document special local processes. Actively develop, monitor, and report on a set of pre-defined Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for the team.** **Your main responsibilities:** + Ensure the supervision and direction of the team with coordinating daily work demands are achieved with quality, accuracy and timeliness. + Schedule resource capacity according to shift schedules to secure continuous delivery of services to our customers. + Monitor performance against KPIs and SLA and provide regular reports to senior management. + Manage and encourage the development of the team and help them progress towards their professional development goals. + Analyze performance data to identify areas for improvement and propose actionable changes. + Adapt any new best practice process into daily work schedules with the training and upskilling of teams. + Ensure all processes comply with best practices and/or local legislation and regulations for the country specific. + Participate in the hiring process and training/upskilling of new employees. + Engage in regular discussions about employee development and performance. + Conduct yearly employee development dialogues aligned with group's annual cycle. + Follow all local guidance concerning quality, environment, sustainability, health, and safety. + Support Ad hoc tasks defined by leadership **Your background:** + Minimum of 5 years of Grundfos CSSC experience or similar experience. + Good knowledge and proven experience of Customer Service Management, relevant administrative experience, organizational skills & accountability with the customer. + Good knowledge of our business structure, processes, products, and key market needs to create a successful customer centric experience. + Current with relevant technology and trends and applications. + Good proficiency in MS Office applications. + Good communication and networking skills together with the ability to build strong and trusting relationships with both internal and external stakeholders. + Good written and spoken English. + Ability to speak multiple Languages is an advantage. + Ability to work shifts, including possible night shift and local public holidays **What’s in it for you?** **Whether it’s developing leadership skills or advancing your expertise even further, we’ll support you with continuous learning and development opportunities, to help discuss and steer your long-term Grundfos career path. You’ll be welcomed from day one into an inclusive, trusting environment** guided bysix core values (https://www.grundfos.com/about-us/our-purpose-and-values) **.** + Development opportunities in an international environment + People- and value-focused organization culture + Social- team and sport events + Training opportunities **Do you want to learn more?** If this job sounds appealing, please send your resume and cover letter by clicking “Apply”. To dig deeper into the Grundfos universe, follow us on LinkedIn (http://linkedin.com/company/grundfos) orYoutube (http://youtube.com/user/grundfos) , and to get to know some of your future colleagues and why they love 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: Pasig City, National Capital Region, Philippines Contract Type: Full-Time Employment Type: Regular