Front Line Manager/Customer Support Manager

Grundfos; Brookshire (TX); Hybrid; USD 101,000 - 159,000; Full time

Benefits offered by this job

Annual bonus

Health insurance

Volunteering leave (3 days)

Flexible hours

Home working

Parental support

Training programs

Job summary

Grundfos in Brookshire, Texas, is hiring a Front Line Manager/Customer Support Manager to lead the CSSC team, align operations with business goals, and develop staff to deliver exceptional customer experiences. You will coach and motivate team members, manage priorities, and drive improvements using dashboards and KPIs.

A hybrid work model applies: 3 days in the office, 2 days remote, with opportunities for professional growth.

Qualifications

• Bachelor’s degree in business or a technical discipline (or equivalent experience).
• Proven experience in customer service development, management, and leading people.
• Experience with CRM platforms and business intelligence dashboards.
• Strong analytical, decision-making, and organizational skills with multiple priorities under pressure.

Responsibilities

• Provide day-to-day leadership, coaching, and support to CSSC team members.
• Drive customer satisfaction objectives by gathering feedback and resolving complaints.
• Monitor KPIs, sales performance, and customer experience metrics with dashboards.
• Champion process standardization, digital tool adoption, and continuous improvement.
• Partner with Sales Operations to align CSSC services with growth goals.
• Lead hiring, onboarding, performance evaluations, and development.

Skills

People leadership

Customer service

Team development

Cross-functional collaboration

Communication

Education

Bachelor's degree in business or technical field

Tools

SAP CRM

SAP ECC

SAP Business Warehouse

Job description

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, 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 U.S. 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 rates are benchmarked and reflect the target for new hire salaries for the position in Brookshire, TX.

Qualified candidates must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future.

Valuing our differences helps us see possibilities where others can\'t. We therefore welcome and encourage applications from all abilities, experiences, and backgrounds. As part of our commitment to a safe and compliant hiring process, final candidates may be required to undergo a background check, subject to applicable local laws and regulations.

To get to know us better, follow us on LinkedIn or YouTube . Check out Meet our peopleto get to know some of your future colleagues and why they love working at Grundfos.

Grundfos is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other characteristic protected by applicable law. Our hiring decisions are based on qualifications, merit, and business needs. We encourage individuals of all backgrounds to apply. Learn more about your rights as an applicant. If you require an accommodation to complete your application or interview, please contact [e-mail]. We are committed to providing a fair and accessible hiring process.

We look forward to hearing from you.

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Job details

Workplace: Hybrid (office and home-working) Job Location: Brookshire, Texas, United States Contract Type: Full-Time Employment Type: Regular View all jobs here

About Grundfos

Grundfos is one of the world’s leading water technology companies with more than 19.000 employees in 60+ countries all over the world. Our skills commit us to pioneering solutions to the world’s water and climate challenges and improve the quality of life for people. We dare to do things that others cannot or dare not do, as we believe innovation is not only a business opportunity, but an obligation. And what really matters to us is not short term profit, but the impact we make. By becoming part of our united powerful team, you too can drive this change no matter your role.

An inclusive team

We believe that the key to a work environment, where employees thrive and grow, is our ability to celebrate and value our differences in background, experiences and perspectives. In our recruitment process we welcome all professional people without consideration of age, colour, gender identity, national origin, physical or mental disability, ethnicity or religion.

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Grundfos values

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Grundfos Holding A/S Poul Due Jensens vej 7 8850 Bjerringbro, Denmark Tel.: [phone] | Fax [phone]