Front Line Manager​/Customer Support Manager, West US & Canada

Are you passionate about leading high-performing teams that deliver exceptional customer experience and drive sales success? Then join our mission to pioneer smarter water solutions that reduce energy use and improve lives.

As our new Front Line Manager/Customer Support Manager, West US & Canada you’ll be leading and developing a Customer Sales & Support Center (CSSC) team that ensures every customer interaction reflects our commitment to excellence and operational efficiency.

You’ll be part of a diverse, supportive and inclusive culture, that celebrates our differences and puts people first by fostering growth, well-being, and a sense of belonging.

This position follows a hybrid work model (3 days in office, 2 days remote) and will be based out of our Brookshire, TX office.

What you will be doing

As a key part of the US & Canada Customer Sales & Support Center (CSSC) team, you’ll create impact by aligning customer support operations with strategic business goals while developing your team's capabilities and continuously elevating the customer experience.

Your main responsibilities include:

• Provide day-to-day leadership, coaching, and support to CSSC team members, ensuring timely, high-quality responses to internal and external customers while managing work allocation and priorities.
• Drive customer satisfaction (ECSS) objectives by soliciting feedback, resolving complaints through root cause analysis, and implementing innovative methods to enhance loyalty.
• Monitor and analyze KPIs, sales performance, and customer experience metrics using dashboards and reports, identifying trends for proactive improvements.
• Champion process standardization, digital tool adoption, and continuous improvement initiatives across cross-functional teams to increase speed, simplicity, and efficiency.
• Partner with the Sales Operations Director and sales leadership to align CSSC services with strategic business goals and support growth initiatives.
• Lead hiring, onboarding, performance evaluations, and professional development efforts, fostering a collaborative and engaged team culture.

What makes you a great fit

Above all, you're a customer-focused leader with strong analytical and communication skills, proven ability to develop teams, and a passion for driving operational excellence in a fast-paced environment. We'd also imagine that you have:

• A Bachelor's degree, preferably in business or a technical discipline (or equivalent experience).
• Demonstrated experience in customer services development, management, and leading people.
• Experience with CRM platforms and business intelligence dashboards.
• Strong analytical, decision-making, and organizational skills with the ability to manage multiple priorities under pressure.

It's a plus if you also have:

• Proficiency with SAP CRM, SAP ECC, or Business Warehouse systems.
• Experience leading cross-cultural or multi-site customer support teams
• Track record of driving change management and process improvement initiatives

Why you'll love working here

Day to day, you can look forward to:

• A working environment built around your needs, with flexible hours, home working opportunities and parental support.
• Annual bonuses, health insurance and a strong focus on well-being activities.
• Three days' additional paid leave for volunteering.
• On-demand training and structured development programmes to support your growth.

The salary range for this position is $101,400 – 159,380. Individual pay will be determined based on market location and the candidate’s profile. The range listed is just one component of Grundfos’s total compensation and benefits package for employees. Total compensation includes paid time off, paid holidays, merit increases, bonuses, and employee stock purchase programs, etc. Grundfos salary…