Industry CSSC Customer Service Representative, Industrial End User Market (IEM) & Distribution

Hybrid - Ortigas, Pasig City

What is the Job all about?

Are you interested in joining us as an Industry Customer Sales and Support Center (CSSC) Customer Service Representative, Industrial End User Market (IEM) & Distribution?

In this role, you will actively contribute to an efficient and productive internal sales team whilst delivering world class customer services through various communication channels such as; digital, telephone, e-mail, live chat, etc. Provide professional resolutions on enquiries within a timely manner (as predefined by IND targets) and either resolve or decide on further processing based on defined processes

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

Your main responsibilities:

• Provide commercial and technical advice on customer enquiries which the employee can resolve within about 20 minutes, by email, telephone, live chat, instant messaging etc.
• Create, optimize and be accountable for CRM tickets, such as; RFI (request for information), RFQ (request for quotation), RFO (request for order), and RFC (request for complaint) for own processing or for forwarding to other departments, if the task exceeds 20 minutes.
• Create professional offers and quotations according to the customer’s requirements.
• Maximize our opportunities to increase sales from customer interactions.
• Track offers and quotations according to sales guidelines.
• Follow up on pre-defined customer interactions within set SLA.
• Provide pricing and delivery information as requested.
• Identify new business opportunities and share any potential with a nominated colleague(s).
• Create, delete and maintain customer contact data in the SAP CRM system.
• Assist customers with order progression and supply chain issues.
• Promote digital tools towards customers using templates (Chat, GPC, MyGrundfos, Extranet, etc).
• Follow all local guidance in relation to quality, environmental, sustainability, health and safety.

Other Responsibilities:

• Participate in ad hoc tasks and projects as defined by leadership
• Enter, check or release incoming 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 to enter an executable order.
• Manage customer order changes (lead time, shipping conditions, quantity, postponements, rejection, cancellation) and interaction with external Sales, finance and supply chain
• Support in executing ad hoc tasks in Customer Services such as pricing, master data, approval workflow, digital tools, etc.
• Record and action requests for customer product returns.

Your Background:

• Ideally, you hold an Associate’s or Bachelor’s degree in Customer Service, Engineering, or a related field, or possess equivalent work experience (minimum 1–3 years).
• Strong knowledge and proven experience in customer service, complemented by relevant administrative skills, organizational abilities, and a sense of accountability toward customers.
• Solid understanding of our business structure, processes, products, and key market needs to deliver a successful, customer-centric experience.
• Up-to-date with relevant technologies, trends, and applications.
• Proficient in MS Office applications.
• Excellent communication and networking skills, with the ability to build strong, trusting relationships with both internal and external stakeholders.
• Strong command of written and spoken English.

Competencies:

• Positive, can-do attitude when approaching tasks, challenges, and change.
• Focused on delivering results and consistently meeting customer expectations.
• Motivated by success, with a passion for winning orders and driving sales.
• Adheres to instructions and procedures with precision and reliability.
• Strong planning and organizational skills to manage priorities effectively.
• Analytical mindset for problem-solving and decision-making.
• Adaptable and responsive to change, maintaining flexibility in dynamic environments.

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.