Senior Front Line Engineer

#LI-Hybrib

GRUNDFOS PORTUGAL is looking for a FRONT LINE ENGINEER

(2 days/week home office)

 As a Front Line representative you will 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.
• Promote digital tools towards customers using templates (GPC, MyGrundfos, 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.

What do you need to apply?

• Associate’s or bachelor’s Degree or equivalent work experience
• 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.

If you would like to dig deeper into the Grundfos universe, please visit us on linkedin.com/company/grundfos or youtube.com/user/grundfos

We look forward to hearing from you.