Senior CSSC Representative, OEM Sector, Industry Division

Join our internal sales team and actively contribute to building efficiency and productivity while delivering exceptional customer service. You will engage with customers across the OEM sector through multiple communication channels—including digital platforms, telephone, email, and live chat—ensuring every interaction reflects our commitment to world‑class support.

Your main responsibilities:

• Provide expert commercial and technical advice to customers across multiple channels, including email, phone, live chat, and instant messaging.
• Manage and resolve customer request tickets—such as requests for information (RFI), quotations (RFQ), orders (RFO), and complaints (RFC)—to ensure timely and effective responses.
• Prepare accurate and professional offers and quotations by applying advanced product and pricing knowledge to meet customer needs.
• Monitor and track offers and quotations in line with established sales guidelines.
• Use advanced pricing tools and SAP expertise to deliver precise pricing and delivery information.
• Serve as the primary support contact for both routine and escalated inquiries related to the Order‑to‑Delivery process, leveraging knowledge of SAP, CRM, QIP, sales approval systems, and documentation libraries.
• Identify potential new business opportunities and share insights through the appropriate sales channels.
• Process incoming orders—manual or electronic—by entering, checking, and releasing them to ensure fast and accurate order management aligns with world‑class customer service standards.
• Collaborate with customers and internal stakeholders to resolve order complexities, such as pricing or part number configurations, ensuring executable orders are correctly entered into SAP.

• Manage customer order changes, including lead times, shipping conditions, quantities, postponements, rejections, and cancellations—with sound judgment and discretion, while coordinating with Sales, Finance, and Supply Chain teams.
• Provide proactive support to customers on order progression and supply chain challenges.
• Perform daily order housekeeping tasks using advanced reporting skills to maintain accuracy and efficiency.
• Investigate and resolve customer complaints and quality issues through systematic analysis and problem‑solving.
• Record and process customer product return requests in line with company procedures.

• Promote and train customers in the use of digital tools (Chat, GPC, MyGrundfos, Extranet, etc.) to improve efficiency and customer experience.
• Support ad hoc tasks within CSSC, including pricing, master data management, approval workflows, and digital tool initiatives.
• Coordinate with support functions to create, update, and maintain customer contact data in SAP CRM.
• Adhere to all local guidelines regarding quality, environmental standards, sustainability, health, and safety.
• Participate in sales and customer strategy meetings and activities as required.
• Build strong customer relationships that enhance business impact, benchmark performance against competitors, and elevate service levels while developing global market insights.

Your background:

We imagine you have :

• Education: Associate’s or Bachelor’s degree in Customer Service, Engineering, or a related field; or equivalent work experience (minimum 1–3 years).
• Experience: At least 3 years of CSSC experience, ideally within the OEM sector.
• Customer Service Expertise: Strong knowledge and proven track record in customer service, including administrative support, organizational skills, accountability, and commercial awareness.
• Business Acumen: Solid understanding of business structures, processes, products, and key market needs to deliver a customer-centric experience.
• Technology Awareness: Up to date with relevant technologies, industry trends, and practical applications.
• Technical Skills: High proficiency in Microsoft Office applications.
• Communication & Relationship Building: Excellent verbal and written communication skills, with the ability to network effectively and build strong, trusting relationships with both internal and external stakeholders.
• Language Skills: Fluent in English (written and spoken); proficiency in Mandarin is an advantage.

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 enable 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.

In addition, your day-to-day benefits include:

• On top of it, flexible working hours and up to 3 days’ additional paid leave for volunteering of your choice
• Diverse, inclusive environment with employee-led forums offering colleagues a safe place to connect and share openly

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.