What is the job about?

 Contribute to a thriving CSSC Back Office team by providing timely and effective technical advice to the incoming inquiries. Provide technically advanced support by delivering world class Customer Service by applying established procedures and guidelines to provide technical quotation, information, advice, and assistance regarding Grundfos´ products and services before, during, and after a transaction to maintain and improve the organization´s Customer relationship.  .

Your main responsibilities:

•  Customer touch points (telephony, mail, chat, and digital).
• Provide technical assistance to Customers regarding product sizing, applications, system solutions, accessories, installations, prices, etc.
• Follow established scripts, guidelines, or checklists to answer routine customer quotation enquiries (via email, phone, or online discussion boards) and suggest or promote alternative products or services.
• Refer customers to published materials and secondary sources or escalate enquiries to more senior staff so that customer enquiries are answered accurately and promptly.
• Apply established procedures to solve technical problems through case management and follow up on the status of outstanding cases.
• Use databases or other computerized systems to maintain up-to-date customer records to track the volume, content, and outcomes of enquiries received and to access information, checklists, scripts, guidelines, and other materials to respond to customer enquiries.
• Register all activities with customers in the global CRM tool.
• Register and nurture opportunities in the global CRM tool according to company guidelines.

Your Background:

• Associate’s or Bachelor degree of Mechanical/Electrical Engineering  (for Back office) or equivalent                work experience (minimum of 1-3 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?

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

If you want to dig deeper into the Grundfos universe, please visit 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.