Senior Front Line Representative

Application Deadline: 

Auckland, NZ, 632

Contract Type:  Full-Time
Working Hours:  40
Employment Type:  Regular

About the Role

We are looking for someone with a “can-do” attitude and strong customer service approach and will contribute to a thriving sales team whilst delivering world class customer services through various Customer channels i.e. telephone, E-mail, live chat, instant messaging etc.  Provide Customer contact resolution on general and potentially complex inquiries within a timely manner (as predefined by Group guidelines) to resolve and decide on the further processing of business transactions based on defined processes.  Support Order Entry related support to Customers and sales teams. Support managing and optimizing Customer inquiries to allow for timely completion to join our Grundfos family in our Auckland, New Zealand office.


Reporting directly to the Customer Sales Support Centre Manager under the Commercial Building Services (CBS) department based in Singapore.


Why Grundfos?

  • Global values-driven organisation
  • Great team culture and positive work environment
  • Non-commission-based role rewarding staff via an annual bonus for overall performance
  • Access to extensive internal training with global career development opportunities


Key Activities

  • Handle all customer interactions including but not limited to product selection and quotations
  • Document all interactions in CRM, including the reason for call and customer outcome
  • Create official quotations in line with company policy and guidelines
  • Creating of orders both standard and nonstandard/special requirements
  • Review and unblock EDI orders to ensure the most efficient supply chain option is offered
  • Manage and monitor customer orders from entry to dispatch
  • Run daily reports and communicate any anomalies and collaborate on the best solution possible
  • Consult with internal teams to expedite customer orders where practical to do so
  • Manage customer expectations with an account manager and internal team
  • Manage customer complaints & returns ensuring transparency and customer satisfaction
  • Promote and drive revenue growth opportunities through upselling
  • Seek improvements in process to ultimately improve the customer experience
  • Assist with basic troubleshooting of technical requirements or forward the enquiry to our Service department if more technical
  • Handle end-user referrals and end-user enquiries
  • Transfer of Complex quotes or orders to the Back-Office department for support
  • Any other reasonable duties as requested, commensurate with the position


Essential Knowledge, Skills, and Experience

  • Providing high levels of customer service
  • An understanding of customers’ requirements and troubleshoot problems
  • Make objective and technical based decisions
  • Adept at using computers and MRP/ERP systems
  • Process & solutions-focused with high attention to detail
  • Strong time management skills
  • Able to create, develop and maintain new and current customer relationships
  • Experience in managing difficult customer dialogue
  • Strong written, verbal, and communication skills
  • General water application experience desirable
  • Ability to work from home should COVID restrictions require it.


Personal Attributes

  • Customer focussed - ‘leave it with me I will take care of it’ attitude
  • High attention to detail
  • A team player
  • Self-motivated
  • Organized and eager to learn
  • Facilitates and adapts to change quickly
  • Demonstrates commitment and trust
  • Willing to share knowledge and information
  • Actions and results-oriented


More Information

If this sounds like you, please click the apply button to progress with your application.


We look forward to hearing from you.


If you want to dig deeper into the Grundfos universe, please visit our Grundfos YouTube Channel here:  or on Facebook: 


Grundfos is an Equal Opportunity Employer.

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
If you like the look of this job and know you can bring your skills to contribute to our purpose, please apply. We need and welcome professional people from all corners – however you identify and whatever your background is.