What is the job about?

 Contribute to achieving sales team whilst delivering world-class customer services through various Customer channels i.e., telephone, E-mail, live chat, instant messaging etc. Provide first Customer contact resolution on inquiries which can resolve rather shortly (as predefined by Group guidelines) and decide on the further processing of business transactions based on defined processes. Provide timely and effective quotations, technical advice, and Order Entry related support to Customers and sales teams. Responsible for the performance of a department or a team through task guidance, direction setting and motivation of the workforce         

Main responsibilities:

• Commercial and technical advice on Customer inquiries which the employee can resolve within about 20 minutes, by email, telephone, live chat, instant messaging etc.
• Create tickets, e.g., RFI (request for information) RFQ (request for quotation) and OEW (order entry workflow), for own processing or for forwarding to the back office.
• Create processed offers according to the description.
  Track offices according to specifications (e.g., Sales guidelines).
• Follow up on Customer interactions within set SLA.
• Provide Standard pricing and delivery information.
• Identify business opportunities and handover to external sales.
• Create, delete, and maintain Customer contact data in the SAP CRM system.
• Enter the incoming orders, whether manual or electronic or ensure fast, accurate or management in line with world class customer service.
• Contact Customer 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 the Supply Chain.
• Assist Customers with order progression and supply chain issues.
• Handle order fulfilment tasks.
• Provide order and delivery status to customers.
• Record Customer complaints and requests for customer product returns.
• Promote digital tools towards customers using templates (GPC, My Grundfos, Extranet).
• Support in executing ad hoc tasks in CSSC such as pricing, master data, approval workflow, digital tools, etc
• Provide Customer service by identifying the customer needs on any level of their buying process.
• Make sure that the customer experiences a high-quality phone service.
• Be the first point of customer contact.
• Create less complex quotations or create RFQ to track customer request and assign to the dispatch box.
• Handle incoming calls within the defined Service Level Agreement (type of calls depends on phone routing).
• Identify customer accounts - if not recognized via CRM telephone interaction.
• Through a line of questions, quickly identify the customer needs, gather required information and formalize the request within the SAP CRM.
• Ensure immediate actions by solving the request, create  a RFQ for later follow up or assign more complex RFQ to the dispatch box.
• Manage a list of “My RFQs” in CRM and follow up on quotations.
• Apply discounts, offers, special conditions including credit limits and pricing conditions according to defined sales policy.
• Understanding of business relationships within our customers business.
• Support with ad hoc tasks defined by leadership Fulfilling tasks assigned by Manager.
• Phone Service lead time (answering of calls).
• Number of requests processed.
• Quality of processes request/hit rate.
• Order fulfilment.
                           

Your Background:

• In-depth knowledge of Customer Service
  Knowledge of business structure, products and key market needs to create a successful Customer centric experience.
• Relevant administrative experience, organizational skills & accountability with the Customer Knowledge of customer service software, databases and SAP CRM/SD/MM.
• Good communication and networking skills and the ability to build strong and trusting relationships with both Internal and External stake holders.
• Excellent written and spoken English

Do you want to learn more?

This position is based in Egypt. If this sounds appealing to you, please upload your CV/resume and cover letter today via our Careers portal.

If you want to dig deeper into the Grundfos universe, please visit us on LinkedIn or YouTube and to get to know some of your future colleagues and why they appreciate working at Grundfos, check out Meet our people.

We look forward to hearing from you.