About the job

We are seeking a Customer Service Team Manager to lead our standard orders team within the Energy Division. In this role, you will be responsible for overseeing the execution of low- to medium-complexity capital orders, ensuring seamless coordination across functions and delivering an exceptional customer experience throughout the order lifecycle.

This position is ideal for a people leader with a strong operational mindset, who thrives in a fast-paced environment, drives process excellence, and values collaboration across sales, operations, finance, and customer teams.

This is an on-site hybrid-based role in Richmond, VA.

As a part of the team, you will:

• Lead and manage a team responsible for processing and executing capital orders with accuracy and efficiency
• Promote a strong safety-first culture and ensure adherence to company standards
• Oversee order intake and prioritization, ensuring timely booking and execution
• Collaborate cross-functionally with sales, operations, finance, accounting, and customers to ensure clarity of order scope and delivery expectations
• Ensure compliance with credit policies, accounting principles, and revenue recognition standards
• Develop, track, and review KPIs to drive team performance and operational excellence
• Set and manage individual and team performance goals, including ongoing coaching and development
• Resolve invoice disputes and collection issues in partnership with finance
• Foster a culture of continuous improvement and standard work practices
• Drive team capability development through cross-training and knowledge sharing
• Utilize digital tools (e.g., ALPS, Digital Status Board) to enhance visibility and problem solving
• Strengthen collaboration with internal stakeholders to improve the overall customer experience
• Manage team scheduling, timekeeping, and resource planning

What you know:

You have a Bachelor's degree in Engineering or Business (preferred), and bring:

• Experience leading teams in customer service, order management, or order fulfillment environments
• Strong understanding of order processing systems, workflows, and operational execution
• Knowledge of shipping terms, payment terms, and general business operations
• Proven ability to manage cross-functional stakeholders and drive alignment
• Strong communication and interpersonal skills, with the ability to influence across teams
• Experience working with KPIs, performance tracking, and continuous improvement initiatives
• Customer-centric mindset with a focus on delivering high-quality service
• Ability to manage competing priorities in a fast-paced, operational setting
• Ability to travel up to within the U.S.

At Alfa Laval, we pride ourselves on creating an inclusive and dynamic workplace that values diverse perspectives and experiences. 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.

What's in it for you?

Alfa Laval offers a competitive salary and full benefits package, including medical/dental/vision/life, 401(k) plan, and more. At Alfa Laval, we carefully consider a wide range of compensation factors to determine your total compensation package. We rely on market indicators to determine compensation and consider your specific job family, background, skills, and experience to get it right. These considerations can cause your compensation to vary and will also be dependent on your location. The base salary for this role is typically $95,000 - $105,000 annually.