CSSC Front Line Representative, Domestic Building Service, Hybrid, Melbourne

What is the job about?

The CSSC (Customer Sales & Service Support) role Contribute to a thriving sales team whilst delivering world class Customer Services through various Customer channels i.e. digital, telephony, E-mail, live chat, instant messaging etc. Provide Customer contact resolution on complex inquiries that the employee within a timely manner (as predefined by Group guidelines)  to resolve and decide on the further processing of business transactions based on defined processes.  Work as a subject matter expert to promote process and system skills within the Customer Service Team.  Support for the Customer Sales Center Representative when demand dictates

Your main responsibilities

• May handle more complex or escalated order fulfillment tasks related to project sales and customer invoice disputes. 
• Provide overload support for the Customer Sales Center Representative
• Handle more complex order fulfillment tasks related to project sales and customer invoice disputes.
• Overall, they apply broad knowledge across the functional area and have a deep knowledge base and technical/business understanding.

Commercial tasks:

• Provide primary support for escalated inquiries regarding the Order-to-Delivery process and tools.
• Promote digital tools towards Customers using templates (GPC, MyGrundfos, Extranet).
• Material master data full view creation / Local product material master data creation.

Order tasks:

• Support the incoming complex orders, whether manual or electronic to ensure fast and accurate order management.
• Contact Customers or internal stakeholders to resolve missing order data at the time of order 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.
• 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.

Manage and coordinate Customer complaints, requests for Customer returns and damaged returns.

Your background:

        We imagine that you have: 

• Associate or bachelor’s Degree in Engineering / Business or equivalent work experience (1-3 years)
• 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 good Customer centric experience.
• Subject matter expert within 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 positive and trusting relationships with both Internal and External Stakeholders.
• Excellent written and spoken English 

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 enable 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, health insurance, parental support, 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 you have questions or would like to know more about this position, please contact Recruiter at ffan@grundfos.com

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 enjoy working at Grundfos, check out Meet our people

We look forward to hearing from you