Customer Service Manager

Every day, we get opportunities to make a positive impact - on our colleagues, partners, customers and society. Together, we're pioneering the solutions of the future and unlocking the full potential of precious resources. 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.

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. This role drives a culture of ownership and customer centricity while improving processes within the order-to-cash flow. The position combines strategic leadership, operational excellence, cross-functional collaboration, and direct management of customer service managers and representatives.

The Customer Service Manager acts as a key liaison between customer service, sales, operations, and other internal stakeholders across Alfa Laval.

This is a hybrid opportunity based in Richmond, VA.

As a part of the team, you will:

• 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.

• Extensive experience leading customer service teams in a fast-paced, process-driven environment
• Strong background in order-to-cash workflows, service process optimization, and continuous improvement
• Proven ability to drive change, implement new systems, and support digital transformation initiatives
• Experience collaborating cross-functionally with sales, operations, finance, and supply chain
• Excellent communication, leadership, and stakeholder-management skills
• Familiarity with Lean or Six Sigma methodologies; Green Belt certification (preferred)
• Knowledge of customer service technologies, CRM systems, and performance dashboards
• Ability to travel domestically as needed (less than 25%)