Alfa Laval Spiral

Alfa Laval Spiral

Customer Service Manager

Richmond, VA

Sponsorship not specified$110k-$130kDetected 51 days ago
CRMSupply ChainProcess ImprovementCustomer SupportLeadershipCommunicationCollaborationMentoringAccounts Payable

About the role

  • Together, we're pioneering the solutions of the future and unlocking the full potential of precious resources.
  • About the job The Customer Service Manager is responsible for leading the Energy Division's customer service organization and ensuring the highest levels of customer satisfaction.
  • The position combines strategic leadership, operational excellence, cross‑functional collaboration, and direct management of customer service managers and representatives.

Responsibilities

  • Trusted to act on initiative, we challenge conventional thinking to develop world-leading technologies that inspire progress in vital areas, including energy, food, water and shipping.
  • As we push forward, the innovative, open spirit that fuels our 140-year-old start-up culture and rapid growth also drives our personal growth.
  • So, as we shape a more resourceful, less wasteful world, we build our careers too.

Requirements

  • You have a bachelor's degree in

Skills

  • This is a hybrid opportunity based in Richmond, VA.

Compensation

  • The base salary for this role is typically $110,000 - $130,000 annually.

Benefits

  • Alfa Laval offers a competitive salary and full benefits package, including medical/dental/vision/life, 401(k) plan, and more.

Company info

  • Lead the development and execution of the Energy Division's customer service strategy, ensuring alignment with business goals and long‑term organizational success.
  • Drive a culture of ownership, customer centricity, and high performance by mentoring and developing customer service managers and representatives.
  • Establish and standardize customer service processes with clear roles and responsibilities, ensuring efficient, high‑quality execution across the order‑to‑cash workflow.
  • Optimize order handling procedures-including inquiry management, order entry, and order execution follow‑up-while leveraging existing frameworks such as ALPS to enhance efficiency.
  • Monitor customer service performance through defined KPIs, analyze trends, and present updates to Sales Directors, Factory Managers, Accounts Receivable, and other key stakeholders.
  • Serve as the voice of the customer across the organization, ensuring customer needs, feedback, and pain points are captured and addressed through continuous improvement initiatives.
  • Support the evaluation, selection, and implementation of new customer service tools and technologies, ensuring systems meet operational needs and improving customer experience.
  • Lead the resolution of escalated customer issues, ensuring timely, effective outcomes that reinforce customer trust and satisfaction.
  • Ensure all customer service activities comply with relevant regulations, internal policies, and quality standards.
  • Manage the department budget responsibly, making strategic investments in tools, systems, and training that elevate overall performance.
  • Collaborate closely with sales, marketing, operations, finance, and other departments to deliver cohesive, unified customer experience across the Energy Division.
  • At Alfa Laval, we carefully consider a wide range of compensation factors to determine your total compensation package.
  • While we typically welcome applicants from all locations, currently, we are prioritizing candidates who reside in the US or have an established presence in the area.

Equal opportunity

  • equal opportunity employer.
  • We are committed to building an inclusive and diverse workforce.
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This listing is sourced directly from Alfa Laval Spiral's careers page and normalized into a canonical job model.