Sr. CSSC Frontline Representative, Manila, Hybrid

What is the job about?

As a member of the Customer Sales & Support Centre (CSSC) within the Commercial Building Services division, this role focuses on providing outstanding customer service through various channels—phone, email, live chat, and instant messaging. You’ll help resolve customer questions quickly and accurately, assist with processing orders, and ensure every interaction contributes to a smooth and positive experience. By doing so, you’ll support a high-performing sales and service team and play a vital part in improving efficiency and customer satisfaction in a fast-paced, growing commercial building industry.

Your main responsibilities

• This role also supports the Oceania (Australia/New Zealand) market and require working between 6am to 3pm (GMT+8) to meet customer needs

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, My Grundfos, 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.

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:

   We imagine that you have: 

• Associate or bachelor’s degree, or equivalent work experience (minimum 3–5 years).
• Excellent written and spoken English communication skills.
• Basic product and application knowledge, 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).
• Skill 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.

WHY GRUNDFOS?

• Certified Great Place to Work® 2025–2026 (Philippines, India, Singapore)
• Hybrid flex + home office setup + flexible hours
• Up to 3 days paid volunteering leave (give back, feel good)
• Annual bonuses, health insurance, yogurt & fruit fuel
• Grundfos Academy — unlimited learning, leadership tracks, career steering
• Inclusive, fun culture — employee forums, trust, and 6 core values that actually mean something

Do you want to learn more?

If you have questions or would like to know more about this position, please contact Recruiter at ffan@grundfos.com

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.