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Senior CSSC (Customer Sales & Support Center)Front Line representative Industry

Application Deadline: 
Location: 

Cairo, EG, 11511

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

 

About our Company

With over 17 million pumps produced annually and over 19,000 employees in more than 56 countries, Grundfos is today one of the world’s leading manufacturer of pumps and pumping systems. Our products satisfy the markets’ needs for effective, reliable, and highly efficient solutions. We contribute to global sustainability by pioneering water technologies that improve the quality of life for people and care for the planet.

 

Why Grundfos?

  • Global values-driven organization
  • Great team culture and positive work environment
  • Wide range of employee benefits
  • Access to extensive internal training with global career development opportunities

 

Purpose of the Job

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

 

Key Accountabilities           

  • 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.
  • Commercial and technical advice on Customer inquiries which the employee can resolve within short time, 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. (Service 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.
  • 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.
  • Promote digital tools towards customers using templates (GPC, My Grundfos, Extranet).
  • Consolidate shipments when necessary for complex project sales.
  • Ensure extra documentation when handling export sales.
  • Record Customer complaints and requests for Customer product returns.
  • Material master data full view creation / Local product material master data creation.
  • Analyze statistic data to determine adherence to agreed Service Level Agreements.
  • Plan, prioritize work tasks to ensure service delivery is not comprised.
  • Overall, they apply broad knowledge across the functional area and have a deep knowledge base and technical/business understanding.
  • May handle more complex or escalated order fulfillment tasks related to project sales and customer invoice disputes.  May also provide overload support for the Customer Sales Center Representatives.

Other duties assigned may include:

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

 

 

Posting, Reporting, and Work Relations

Internal

  • 1Office/CSSC (Customer Sales & Support Center)
  • External Sales / Marketing / key account managers
  • Supply Chain (Production / Distribution Centers)
  • Finance
  • Service
  • Project Sales

 

External

  • Customers
  • Suppliers

 

Required Minimum Qualifications

  • Associate’s or bachelor’s Degree or equivalent work experience (minimum 3-5 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

 

Competencies

  • Working with People
  • Delivering Results and Meeting Customer Expectations
  • Following Instructions and Procedures
  • Planning and organizing
  • Analyzing
  • Adopting and responding to change

 

 

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.

Apply now »