Customer Care Coordinator, APAC

Hybrid- Ortigas, Pasig City

What is the Job all about?

Are you interested in joining us as a Customer Care Coordinator for the APAC region?

In this role, you will play a key part in ensuring the quality of our local complaint handling process. This includes actively participating in resolving customer complaints and driving continuous improvement initiatives to enhance the overall customer experience.

You will report directly to the Customer Service & Sales Center (CSSC) Supervisor and be based in Ortigas, Pasig City.

Your main responsibilities:

• Handle complex customer complaints using systems such as SAP CRM, QIP, FSCM, and MyGrundfos.
• Coordinate and resolve complaints in collaboration with cross-functional teams including Production, Quality, Logistics, Service, and Finance.
• Communicate effectively with customers to ensure timely and satisfactory resolution of issues.
• Analyze complaint data to identify trends and root causes and recommend actions for continuous improvement of the customer experience.
• Request and follow up on necessary documentation such as orders, credit notes, and direct debits using standardized forms.
• Create return permits and notifications as part of the complaint resolution process.
• Promote process understanding and adoption within the Customer Service & Sales Center (CSSC).
• Escalate process or tool-related issues to the Business Process Owner for resolution.
• Support the Business Process Owner and Division COMEX in identifying and implementing process improvements.
• Assist with other cluster support functions as needed.
• Participate in ad hoc tasks and projects as assigned by the Line Manager.

Your Background:

• Bachelor’s degree or equivalent, preferably in Business Administration, Engineering, or a related field.
• Strong working knowledge of SAP systems, including ERP, CRM, and BW.
• Proficient in Microsoft Office applications.
• Excellent IT skills and ability to quickly adapt to new tools and systems.
• Strong English communication skills, both written and verbal.
• Prior experience working in an international matrix organization is highly desirable.

Competencies:

• Service-oriented mindset with a strong understanding of customer needs.
• Quality-focused, with a solid grasp of continuous improvement principles.
• Committed, driven, and ambitious, with excellent interpersonal skills.
• Strong cross-functional collaboration abilities and an end-to-end process perspective.
• Effective communicator with the ability to train others and facilitate process adoption.
• Comfortable working in a dynamic and fast-paced environment.
• Proactive, positive, and adaptable with a can-do attitude.
• Familiarity with Grundfos products is a plus.

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 help 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.

• Development opportunities in an international environment
• People- and value-focused organization culture
• Social- team and sport events
• Training opportunities

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.