Sales & Customer Support
CSSC Front Line Representative
Job Description

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 rather shortly (as predefined by Group guidelines) and decide on the further processing of business transactions based on defined processes.  Provide timely and effective quotations, technical advice, and Order Entry related support to Customers and sales teams.

Your main responsibilities 

  • Commercial and technical advice on Customer inquiries which the employee can resolve within about 20 minutes, by email, telephone, live chat, instant messaging etc.
  • Create tickets, e.g. RFI (request for information), RFQ request for quotation) and OEW (order entry workflow), for own processing or for forwarding to the back office.
  • Create processed offers according to the description.
  • Track offers according to specifications (e.g. sales guidelines).
  • Follow up on Customer interactions within set SLA.
  • 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.
  • Enter the incoming orders, whether manual or electronic to ensure fast, accurate order management in line with world class customer service.
  • Contact Customers or internal stakeholders to resolve missing order data at the time of entry into SAP to enter an executable order.
  • Manage 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.
  • Handle order fulfillment tasks.
  • Provide order and delivery status to Customers.
  • Record Customer complaints and requests for Customer product returns.
  • Promote digital tools towards customers using templates (GPC, MyGrundfos, Extranet).
  • Support in executing ad hoc tasks in CSSC such as pricing, master data, approval workflow, digital tools, etc.

Your required skills and experience include:

  • Vocational certificate, associate or bachelor’s Degree or equivalent work experience (minimum of 2-3 years)
  • 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 successful Customer centric experience.
  • Demonstrate working knowledge SAP (CRM/SD).
  • Familiarity with MS Office applications.
  • Fundamental Product and Application Knowledge – Interpret type keys, identify pumps vs spare parts, kits vs motors, identify where product is built (not essential).
  • Good communication and networking skills together with the ability to build strong and trusting relationships with both Internal and External Stakeholders.
  • Excellent written and spoken English.

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. 

Information at a Glance

Job details

Application deadline: 
Workplace:  Onsite Position
Job Location:  Cairo, Al Qāhirah, Egypt
Contract Type:  Full-Time
Employment Type:  Regular

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

We believe that the key to a work environment, where employees thrive and grow, is our ability to celebrate and value our differences in background, experiences and perspectives. In our recruitment process we welcome all professional people without consideration of age, colour, gender identity, national origin, physical or mental disability, ethnicity or religion.

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