What is the Job all about?

As part of the Customer Sales & Support Center (CSSC) function within the Commercial Building Services division, this role is responsible for delivering exceptional customer support across multiple channels (telephone, email, live chat, instant messaging). This role contributes to a high-performing sales and service team by ensuring timely and accurate resolution of customer inquiries, supporting order entry processes, and enhancing the overall customer experience. It plays a key role in enabling operational efficiency and customer satisfaction in a dynamic, growth-oriented commercial building market.

Your main responsibilities:

Order Management & Customer Support

• Provide primary support for both day-to-day and escalated inquiries related to the Order-to-Delivery process and associated tools.
• Manage complex orders (manual or electronic) to ensure fast, accurate processing aligned with world-class customer service standards.
• Contact customers or internal stakeholders to resolve missing data for complex orders to ensure executable entries in SAP.
• Assist customers with order progression and supply chain-related issues.
• Support customer order changes (e.g., lead time, shipping conditions, quantity adjustments, postponements, rejections, cancellations) in coordination with Sales, Finance, and Supply Chain teams.

Operational Excellence

• Proactively use SAP/BW reports to perform daily housekeeping tasks, monitor customer satisfaction, and support profitability.
• Promote and support the adoption of digital tools (e.g., GPC, MyGrundfos, Extranet) with customers using standardized templates.
• Consolidate shipments for complex project sales when necessary.
• Ensure accurate documentation for export sales and compliance with relevant requirements.

Issue Resolution & Continuous Improvement

• Record and manage customer complaints and product return requests.
• Collaborate with Finance to resolve credit control issues, including disputes and invoice queries.
• Analyze statistical data to assess adherence to Service Level Agreements (SLAs).
• Plan and prioritize tasks to ensure consistent and timely service delivery.

Data Management & Technical Support

• Requesting material master data, including full-view and local product entries.
• Handle complex or escalated order fulfillment tasks, particularly for project sales and customer invoice disputes.
• Provide overload support for Customer Sales Center Representatives as needed.

This role also supports the New Zealand market and may require working outside of standard business hours to meet customer needs

Other responsibilities may be assigned based on evolving business needs that may include:

• Executing assigned order-related tasks.
• Providing second-line support to resolve complex or escalated customer inquiries.
• Managing and coordinating work allocation across the business, ensuring priorities are aligned using appropriate tools.
• Supporting the management team with strategic initiatives and supporting various sales activities.

Your background:

• Bachelor’s degree, or equivalent work experience (minimum 3–5 years).
• Excellent written and spoken English communication skills.
• Strong product and application knowledge, including the ability to interpret type keys, distinguish between pumps, spare parts, kits, and motors, and identify product origin (preferred but not essential).
• Proven experience in customer service with strong administrative, organizational, and accountability skills.
• Solid understanding of business structure, product offerings, and market needs to support a customer-centric approach.
• Proficient in customer service software, databases, and SAP modules (CRM/SD/MM).
• Skilled in Microsoft Office applications and current with relevant technologies and digital tools.
• Strong communication and interpersonal skills with the ability to build trusted relationships across internal and external stakeholders.
• Process-oriented and meticulous, with a keen eye for detail and a structured approach to managing tasks and resolving issues.

What’s in it for you?

Whether it’s developing 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.