Customer Sales and Support Center Lead Front line Representative - WU

Are you passioned about water utility and do you enjoy supporting customers solving technical matters? Are you eager to join a company that is innovating with solutions directly impacting global climate efforts and enabling a sustainable transition? Join us as Lead CSSC Front Line Representative for our Water Utility division.

Grundfos 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.

What is the job about?

• Provide primary support for both day-to-day and escalated inquiries regarding the Order-to-Delivery process and tools.
• Support the incoming complex 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 for complex orders to enter an executable order.
• Assist customers with order progression & supply chain issues.
• Proactively work with Finance on credit control to ensure disputes/Invoice queries are actioned and completed.
• Proactively use SAP/BW reports to execute SAP housekeeping/daily routines, customer satisfaction and our profitability.
• Support Customer order changes (lead time, shipping conditions, quantity, postponements, rejection, cancellation) and interaction with External Sales, Finance and the Supply Chain.
• Consolidate shipments when necessary for complex project sales.
• Record Customer complaints and requests for Customer product returns.
• Analyze statistic data to determine adherence to agreed Service Level Agreements.
• Plan, prioritize work tasks to ensure service delivery is not comprised.
• Overall, apply broad knowledge across the functional area and have a deep knowledge base and technical/business understanding.
• Apply advanced and specialized knowledge of technical and operational practices to provide Customer contact resolution on inquiries and decide on the further processing of business transactions based on defined processes.
• Handle escalated and more complex order fulfillment tasks related to project sales and customer invoice disputes.
• Provide primary and/or secondary support for escalated inquiries regarding the Order-to-Delivery process and tools.
• May provide training and development of Grundfos products and services to both internal and external customers.
• Provide timely and effective quotations, technical advice, and Order Entry related support to Customers and sales teams.
• Identify business opportunities and handover to relevant sales teams.
• Provide order and delivery status to Customers.
• Manage and coordinate Customer complaints, requests for Customer returns and damaged returns.
• Promote digital tools towards customers using templates (GPC, MyGrundfos, Extranet).
• Identify process improvement opportunities.
• Participate in ad hoc tasks and projects as defined by leadership.
• In cases act as a deputy in a local team setting as defined by leadership

Other duties assigned may include:

• Order-related tasks provided by leadership.
• Provide 2nd line support to resolve incoming inquiries.
• Manage and coordinate the work allocation & prioritize across the business using relevant tools.
• Support the management team with strategy deliveries and various sales activities.

Your background?

• Associate’s or bachelor’s Degree or equivalent work experience (minimum 5-10 years)
• Product and Application Knowledge – Interpret type keys, identify pumps vs spare parts, kits vs motors, identify where product is built (not essential).
• In-depth knowledge of 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.
• In-depth knowledge of customer service software, databases and SAP CRM/SD/MM.
• Current with relevant technology and trends and applications
• Proficiency in MS Office applications.
• 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

This position is based out of Cairo. If this sounds appealing to you, please upload your CV/resume and cover letter today via our Careers portal.

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

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 appreciate working at Grundfos, check out Meet our people.

We look forward to hearing from you.