Front Line representative

Application Deadline: 

Bangkok, TH, 10250

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

Job Purpose

To act as first point of customer contact via phone, fax and email. Ensure quality customer service level with quick response time and understanding customer needs     


Key Responsibilities

  • Handle incoming calls within the defined Service Level Agreement (Type of calls depends on phone routing)
  • Identify Account – if not recognised via CRM Telephony Integration. Update contact person details into CRM customer master data
  • Through a line of questions quickly identify and understand the customer needs, gather required information and formalize the request within the SAP CRM One Office system
  • Make initial assessment on call interaction requirements and if assessed to take longer than 15 minutes then creates a RFQ for Back Office.
  • Ensure immediate action by solving the request, Create a RFQ for later follow up or assign more complex RFQ to One Office Coordinator
  • Document on interaction records in CRM notes on the phone call incoming. 
  • Manage discounts, offers, special conditions including credit limits and pricing conditions 
  • Handle incoming emails and faxes that are sales requests (that are not passed to Back Office)  
  • Handle simple product selection questions or requests
  • Handle simple spare parts enquiries
  • Follow up on smaller value quotations    
  • Create CRM complaint if complaint is received
  • Handle end user referrals and end user enquiries
  • Identify opportunities and pass it to external sales
  • Any other reasonable duties as requested, commensurate with the position     


Minimum Qualifications

  • 1-2 years experience with Diploma or equivalent level, preferably in an engineering discipline
  • Experience in taking high volumes of phone enquiries and providing friendly and professional customer service
  • Able to create, develop and maintain new and current customer relationships
  • Able to enter data quickly and accurately
  • Experience in successfully managing difficult customers and diffusing conflict
  • Well-developed time management skills
  • Proficient is using Microsoft Word, Excel, PowerPoint and SAP
  • Strong written, verbal and communication skills.
  • Fresh graduates are welcome to apply 
  • Experience with SAP-CRM and SAP S/4 HANA will be an added advantage          

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.