Order Management Team Lead - Night Shift (SAP/CRM)

Grundfos GmbH; Pasig; Hybrid; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Performance-based annual bonus

Health insurance

Retirement benefit

Volunteer leave

Job summary

Grundfos seeks a Customer Sales & Support Center Order Management Team Supervisor based in Pasig, Philippines, to lead a high-performing team delivering world-class order management experiences. The role focuses on KPI-driven performance and cross-functional collaboration to ensure accurate order processing and timely service delivery.

The position supports North America and Latin America markets and operates night shifts, promoting strong stakeholder engagement, process optimization, and

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 of business processes, order management workflows, and customer-centric service delivery.
• Strong knowledge in SAP system/ CRM and digital customer service tools.
• Excellent written and spoken English; ability to communicate with internal and external stakeholders.

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

Customer service leadership

Team development

Communication skills

English proficiency

Tools

SAP

CRM

Job description

Grundfos seeks a Customer Sales & Support Center Order Management Team Supervisor based in Pasig, Philippines, to lead a high-performing team delivering world-class order management experiences. The role focuses on KPI-driven performance and cross-functional collaboration to ensure accurate order processing and timely service delivery.

The position supports North America and Latin America markets and operates night shifts, promoting strong stakeholder engagement, process optimization, and