Customer Service Center Middle Office Supervisor

General Summary:

General Summary: 

The Customer Support Supervisor is to provide leadership, direction, supervision, process efficiency and process improvement for their respective team and to ensure that Grundfos is exceeding the support expectations of the customer base and the organization. The Customer Support Supervisor will focus on the development of their team as well as the individual professional development of their team members. The Customer Support Supervisor reports to the CSC (Customer Support Center) Director. 


Principal Duties and Responsibilities:

1.   Supervision:

  1. Lead the defined business strategies for the Customer Support department.
  2. Provide supervision and direction to CSR’s (Customer Service Representatives), Data Entry, and AE’s (Application Engineer) assigned to their department while ensuring that department breaks, vacations, and openings are anticipated and covered so that no compromise in coverage takes place. Ensure that direct reports meet assignment deadlines and response time expectations for both internal and external customers.
  3. Participate in the hiring of personnel under their supervision and will complete an annual Employee Development Dialogue as well as an annual Employee Performance Dialogue with each employee.
  4. Manage the development of their team by ensuring that assigned tasks are in line with each employee’s career interests when possible and challenge their employees to progress toward their professional development goals. Mentor their assigned direct reports to enhance their skills and competencies, emphasizing continuous improvement in their professional development for their respective roles.


2.  Process Execution and Improvement:

  1. Working supervisor within their department; provide customer assistance and support in coordination with their direct reports.
  2. Interface with other departments within the organization. Coordinate and cooperate with other CSC Leaders to share best business practices to ensure common alignment of processes.
  3. Proactively seek to understand the goals of the CSC and each Business Unit and add value to the process execution of the strategic plans as it pertains to customer service and application engineering support.
  4. Identify opportunities for improvement and makes constructive suggestions for change while managing the process of innovative change effectively.


3.     Reporting / Time Management:

  1. Expense Reporting: Responsible for the accurate completion and submission of expense reports for himself/herself and his/her direct reports when necessary and provides input to his/her supervisor to establish the annual budget needs for the department.
  2. Daily and Weekly Reporting: Responsible for  reports such as order and delivery status, as well as housekeeping reports.


Education and Experience:

Minimum of 3 - 5 years experience in a technical customer support environment with a preferred BA degree in Business or a Technical discipline.   A minimum of 2 years prior experience managing people preferred.



Required Knowledge, Skills and Abilities:

  1. Ability to communicate effectively both in oral and written formats.
  2. Ability to develop a clear, process oriented vision of what their department executes and how their subordinates will contribute and develop.
  3. Demonstrate knowledge of pumps and pumping systems including electronically controlled pump systems for the target markets.
  4. Ability to make business presentations at all levels of management and to various sizes of audiences.
  5. Excellent PC skills with above average knowledge and use of Microsoft Office application programs (Word, Excel, and PowerPoint), SAP (or similar) as well as strong aptitude for learning and applying new systems and programs.
  6. Ability to make quick and sound decisions in urgent situations.
  7. Be open to and manage change.
  8. Ability to lead and develop a team and effectively train, coach, and mentor team members.



Comments: Must possess a valid driver’s license and maintain a good driving record.  Must be able to travel occasionally including weekends.  Must maintain a valid U.S. Passport.



It is the defined responsibility of Customer Support Supervisor to work with the Leadership Team and Team members to foster open dialogue, develop a team environment and drive the defined CSC culture, and create a strong morale and spirit within the team; promoting the sharing of wins, successes and challenges. 



The Customer Support Supervisor will support the Grundfos objective of being a socially responsible company by participating in company sponsored events and activities that support this cause.  In addition, the Customer Service Supervisor is encouraged to identify and support/participate in similar socially responsible programs, events and activities, with guidance and approval from their Manager.  


It is the responsibility of the Customer Service Supervisor to always present themselves in their role and in society in a manner consistent with the Grundfos Brand, including; maintaining personal appearance, Grundfos office cleanliness, and follow customer entertainment guidelines.  As a leader within the organization, it is expected that the Customer Support Supervisor will set the example for their subordinates and be accountable to ensure a consistent brand image for their team.



Using the Employee Development Dialogue (EDD) and Employee Performance Dialogue (EPD) process the Customer Support Supervisor will identify and document their personal development short term and long term growth objectives and in conjunction with their manager, measure their progress to achieving these objectives on an annual basis.








Talent profile

Grundfos is currently moving to a global recruiting system to enhance your user experience. Our new system is already live in Germany and other countries will follow throughout 2017. Due to legislation, we unfortunately cannot transfer existing candidate data to the new system. To keep you updated on opportunities in Grundfos, we kindly ask you to create a talent profile in our new system. We apologize for the inconvenience this may cause and hope that you still wish to join our talent pool. Click here for signup.

Please note that if you have already applied for a position, your application will be managed in the system in which you have applied. This means that you do not need to re-enter your application in the new system unless a recruiter contacts you directly in this regard.

Thank you for your interest in Grundfos.



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