Contribute to a thriving CSSC Back Office team by providing timely and effective technical advice to incoming inquiries. Provide 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:

• Evaluate complex enquiries from customers and Grundfos external sales. Providing technical assistance to customers regarding product sizing, application, system and solutions to ensure the functionality of the solution in practice within the required time frame, ensuring compliance with technical and commercial specifications.
• Deliver a high standard of customer support across all customer touch points (telephony, mail, chat, and digital).
• Follow established scripts, guidelines, or checklists to answer routine customer quotation enquiries (via email, phone, or online discussion boards) and suggest or promote alternative and upsell products or services.
• Ensure timely follow-up on customer interactions in accordance with established Service Level Agreements (SLA).
• Liaise with subcontractors and suppliers to obtain pricing information and technical specifications in accordance with tender requirements.
• Utilize standardized procedures to address technical issues through effective case management and monitor the progress of unresolved cases.
• Process special orders and inquiries in coordination with the suppliers.
• Support sales teams with tenders and project management, by supplying detailed dimensions, specifications, calculations, delivery timelines, and addressing operational and maintenance concerns.
• Identify business opportunities and handovers to external sales.
• Ensure customer master data is updated on portfolio of customers under their responsibility.
• This role will provide support to CBS APAC English Cluster, facilitating smooth business operations and ensuring that all activities and offerings are closely aligned with the strategic objectives of the region
• Support with ad hoc tasks defined by leadership.

Your background:

• Bachelor’s Degree in Engineering or equivalent work experience (minimum of 1-3 years)
• Experience in Customer Service, preferably in a technical or engineering environment.
• Proficiency in SAP CRM/SD and MS Office applications
• Fundamental Product and Application Knowledge – Interpret pump identification, identify pumps, spare parts, kits, motors, and servicing activity required to startup/ commission/ install/ retrofit a pump and pump system, product origin.
• Effective communication and networking skills together with the ability to build strong and trusting relationships with both Internal and External Stakeholders.
• Ability to manage multiple tasks and prioritize in a fast-paced environment
• Excellent written and spoken English for supporting customers in English-speaking APAC countries.

Do you want to learn more?

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

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We look forward to hearing from you.