Senior Manager, QRC Customer Solutions

Job description

Job Advertisement Job Summary: At Flowserve, the Quick Response Centers (QRCs) are central to delivering on our promise of responsiveness, reliability, and customer focus. The QRC Customer Solutions Manager serves as the commercial and customer-facing leader for the assigned QRC network, responsible for driving quoting efficiency, pricing accuracy, and end-to-end order management performance. This role ensures that every customer request—large or small—is handled with urgency, professionalism, and alignment to Flowserve’s commercial strategy. Partnering closely with Sales, Operations, and Supply Chain, the QRC Customer Solutions Manager plays a key role in achieving customer satisfaction, revenue growth, and profitability targets. Responsibilities: Lead all front-end QRC commercial activities, including quotation development, pricing, and order management for assigned sites. Serve as the primary customer interface within the QRC Network, ensuring clear communication, timely updates, and proactive issue resolution. Drive quoting accuracy and turnaround performance, meeting established service-level targets and supporting the quick-turn business model. Collaborate with Sales and Operations to balance customer requirements with manufacturing capacity and material availability. Ensure compliance with Flowserve pricing governance and commercial policies while maintaining competitive positioning Manage order lifecycle performance metrics, including quote response time, on-time delivery, order accuracy, and customer satisfaction. Identify process improvement opportunities across quoting and order management to enhance speed, efficiency, and quality. Support revenue and margin goals through disciplined pricing execution and effective coordination with Finance and Supply Chain. Provide leadership to the local customer service and order management teams, reinforcing a culture of accountability, collaboration, and service excellence. Communicate regularly with QRC leadership and cross-functional teams on order status, risks, and opportunities for improvements Customer Focus: Champions customer needs through responsiveness, clear communication, and proactive problem solving. Commercial Acumen: Understands the financial and strategic implications of pricing, cost, and delivery decisions Collaboration: Builds strong cross-functional partnerships to deliver on customer commitments Execution Excellence: Drives results through disciplined process management and a sense of urgency. Continuous Improvement: Identifies and implements enhancements to improve cycle time, accuracy, and service levels Required: Minimum 7 years of experience in customer solutions, commercial operations, or sales support within an industrial or manufacturing environment. Preferred: Bachelor’s degree in Business, Engineering, Supply Chain, or related discipline preferred. Demonstrated experience with quoting, pricing, and order management processes; SAP or equivalent ERP system proficiency required. Strong commercial acumen with the ability to balance customer expectations, cost, and delivery performance Proven track record of improving process efficiency and customer satisfaction in a fast-paced environment. Excellent communication and stakeholder management skills, with the ability to influence across functions and geographies. High sense of urgency, ownership, and professional accountability consistent with Flowserve’s core values. Benefits Starting from Day 1: Medical, Dental & Vision Insurance (including FSA and HSA options) Life Insurance + Supplemental Life, Child, Spousal, and AD&D Insurance Short- and Long-Term Disability Retirement Planning, 401(k) plan, & Financial Wellness Resources Educational Assistance Program Time Off Policies (including sick leave, parental leave, and paid vacation) Eligibility requirements apply to some benefits and may depend on job classification