CSSC Lead Front Line Representative

Looking for a position that encompasses providing exceptional customer service, order management, and digital tool support? Look no further than Grundfos! As an employee in our Customer Service and Support Center, you will play an integral role in supporting our customers and ensuring their satisfaction with our products.

What is the job about?              

As a CSSC Lead Front Line Representative, primary responsibility is to 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 first Customer contact resolution on inquiries which can resolve shortly and decide on the further processing of business transactions based on defined processes. Provide timely and effective response, advice and Order Entry related to customer and sales team.

Your main responsibilities:

• Handle order fulfillment tasks.
• Enter the incoming orders, whether manual or electronic to ensure fast, accurate order management in line with world class customer service.
• Provide order and delivery status to Customers.
• Create tickets, e.g., RFI (request for information), RFQ (request for quotation) RFC (request for complain) and RFO (request for order), for own processing or for forwarding to the back office.
• Contact Customers or internal stakeholders to resolve missing order data at the time of entry into SAP to enter an executable order.
• Coordinate Customer order changes (lead time, shipping conditions, quantity, postponements, rejection, cancellation) and interaction with External Sales, Finance, and the Supply Chain.
• Assist Customers with order progression and supply chain issues.
• Commercial advice on Customer inquiries which the employee can resolve within about 20 minutes, by email, telephone, live chat, instant messaging etc.
• Create processed offers according to the description.
• Track offers according to specifications (e.g., sales guidelines).
• Follow up on Customer interactions within Servis Level Agreement.
• Provide standard pricing and delivery information.
• Identify business opportunities and handover to external sales.
• Create, delete, and maintain Customer contact data in the SAP CRM system.
• Promote digital tools towards customers using templates (GPC, My Grundfos, Extranet, etc.).
• Support in conducting ad hoc tasks in CSSC such as pricing, master data, approval workflow, digital tools, etc.

Your background:

We imagine that you have: 

• At least a high school education in administrative or technical field
• Previous experience within Customer Services. Relevant administrative experience, organizational skills & accountability with the Customer.
• Knowledge of business structure, products and key market needs to create a good Customer centric experience.
• Demonstrate working knowledge SAP (CRM/SD).
• Familiarity with MS Office & SAP & CRM applications (ideally, it will be the advantage)
• Good communication and networking skills together with the ability to build genuine and trusting relationships with both Internal and External Stakeholders.
• At least intermediate in oral and written English
• German language at a communicative level (employee will be in contact with German-speaking customers to cover the DACH region).

What’s in it for you?

Whether it’s developing leadership skills or advancing your expertise even further, we’ll support you with continuous learning and development opportunities, to help discuss and steer your long-term Grundfos career path. You’ll be welcomed from day one into an inclusive, trusting environment guided by six core values.

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

• If you’ll be working from your home office, we’ll make sure you are well equipped with a good workstation. However, you are always welcome to our offices where you can engage, learn, and have fun with colleagues.
• On top of it, flexible working hours and up to 3 days’ additional paid leave for volunteering of your choice
• Annual bonuses, internal well-being consultants and programmes
• Access to the modern Grundfos Academy to pursue further both personal and professional development. 
• Diverse, inclusive environment with employee-led forums offering colleagues a safe place to connect and share openly.

Do you want to learn more?

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

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We look forward to hearing from you.