Would you like to work in an international, innovative organization, where we produce high-quality solutions and are constantly looking to enhance existing and develop new offerings as a Customer Service Support Level 1 Agent?  Then we have an interesting position in Grundfos for you!

What is the job about? 
As a Customer Service Support Level 1 Agent, you will be responsible for both email and telephone support as the first contact with the customer.

Respond to simple technical questions to be answered and questions about the Grundfos products, service appointments, service orders, offers, and spare parts.

Tracking of calls and resolutions in the Grundfos ticketing system (C4C) and Service Orders (SAP).

The key role of a 1st level support specialist is to take the incoming phone calls in a friendly manner to process the inquiries in the best possible way and to register orders to ensure fast and accurate help in line with a first-class customer service.

This position reports directly to our Head of Service & Solutions Support Americas and will operate in Apodaca, NL facility daily.

Please note that relocation for this position cannot be supported, and qualified candidates must have authorization to work in Mexico without support.

Your main responsibilities: 

• Track and adhere to business processes and policies.
• Respond in a friendly and competent manner to customer inquiries made by various communication methods (phone, email, chat)
• Create and close customer request tickets based on SLA’s.
• Creation and close Service Orders based on SLA’s.
• Provide the customer with professional and competent assistance with questions relating to installation and commissioning and in the event of faults.
•  Professional handling of services, price, literature inquiries, and use of the Grundfos troubleshooting tools.
•  Answer appointment requests for service orders from the client.
• Customer inquiries by phone or email are to be answered as quickly as possible.
• The IT systems provided by Grundfos are to be used in accordance with the required standards.

Your background

We imagine that you have: 

• 3-5 years telephone support experience, preferably customer service support
• Bachelor’s degree or Equivalent
• Customer Service experience
• Experience with troubleshooting activities
• Knowledge of MS Office, TEAMS, SAP, ticket systems, and phone systems

What’s in it for you?

What are your goals? Here at Grundfos it’s our mission to help you develop and fulfil your ambitions, both career and personal. We are guided by our six core values, and you’ll find that your fresh ideas will be welcomed and make a difference in everything from local to large-scale global projects. You’ll encounter colleagues from all over the world both as part of your daily work, supporting and all the while broadening each other’s cultural horizons.

In addition, your day-to-day benefits include:

• Annual bonuses, internal well-being consultants and programmes, engaging team buildings
• Diverse, inclusive environment with employee-led forums offering colleagues a safe place to connect and share openly.
• Long-term career development with regular dialogue, as well as continuous learning and development opportunities.

 If this job sounds appealing, please send your resume by clicking “Apply”.

Do you want to learn more?

To dig deeper into the Grundfos universe, follow us on LinkedIn or Youtube, and to get to know some of your future colleagues and why they love working at Grundfos, check out Meet our people.

Please be advised that ONLY resumes submitted in English will be considered during the screening process for the role. All applicants are required to submit their application in English to ensure efficient review of all qualifications and experiences relevant to the position. We appreciate your cooperation and would like to thank you for considering a career at Grundfos.

We look forward to hearing from you.