Night-Shift Order Management Team Lead, Customer Success

GRUNDFOS; Pasig; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Performance-based annual bonus

Health insurance

Retirement benefit

Well-being programmes

Job summary

GRUNDFOS in Pasig is seeking a Customer Sales & Support Center Order Management Team Supervisor to lead and develop a high-performing Order Management Team. You will drive operational excellence across order processing, customer interactions, and service delivery while ensuring KPIs and SLAs are met.

The role supports North America and Latin America markets and operates in the night shift, coordinating with Sales, Finance, and Supply Chain to resolve issues and ensure smooth order progression.

Qualifications

• Minimum 5 years of experience in a customer sales and support center or similar order management environment.
• Proven experience in customer service management with strong organizational skills and accountability.
• Strong knowledge and analytical capability of business processes, order management workflows, and customer-centric service delivery.
• Strong knowledge in SAP system/ CRM and digital customer service tools.
• Strong communication and relationship-building skills with both internal and external stakeholders, with good written and spoken English.

Responsibilities

• Actively develop, lead, and motivate the Order Management Team to deliver world-class customer service through email, phone, live chat, and other channels.
• Coordinate and review worklists, manage shift and resource capacity to ensure optimal service levels, KPIs, and SLAs are consistently achieved.
• Oversee end-to-end order management including order entry, validation, release, changes, cancellations, and open order housekeeping to ensure accuracy and speed.
• Enable best-practice workflows, document local processes, and promote digital tools to enhance the customer experience.
• Collaborate with external Sales, Finance, and Supply Chain stakeholders to resolve order issues, manage customer escalations, and ensure seamless order progression.
• Monitor and report on team performance metrics, identifying opportunities for continuous improvement and operational efficiency.

Skills

Team leadership

Order management

SAP/CRM

Customer service

English communication

Cross-functional collaboration

Process improvement

Job description

GRUNDFOS in Pasig is seeking a Customer Sales & Support Center Order Management Team Supervisor to lead and develop a high-performing Order Management Team. You will drive operational excellence across order processing, customer interactions, and service delivery while ensuring KPIs and SLAs are met.

The role supports North America and Latin America markets and operates in the night shift, coordinating with Sales, Finance, and Supply Chain to resolve issues and ensure smooth order progression.