Senior Customer Sales & Support Center (CSSC) Front Line Representative, Domestic Building Services (DBS)

Primary Location: Shah Alam Selangor, Malaysia

Alternative Location: Regency Park/ Adelaide, Australia

As a Senior Customer Sales & Support Center (CSSC) Front Line Representative, you will apply broad and in-depth technical and business knowledge, using independent judgment to deliver high‑quality customer service. This includes providing first-level technical support and preparing quotations, while more complex requests are escalated to the back-office team.

This role can be based either in our Shah Alam office in Selangor, MY or Regency Park office in South Australia and will report to the Head of Customer Sales & Support Center (CSSC) for Domestic Building Services (DBS) – APAC & China.

Your Main Responsibilities:

• Handle incoming calls within the defined Service Level Agreement (SLA); call types vary based on phone routing.
• Identify customer accounts when not automatically recognized via CRM Telephony Integration.
• Use structured questioning to quickly identify customer needs, gather required information, and formalize requests in the SAP CRM One Office system.
• Document details of each call by recording interaction notes in CRM.
• Take immediate action by resolving the request, creating an RFQ for follow-up, or assigning more complex RFQs to the One Office Coordinator.
• Manage discounts, offers, special conditions, credit limits, and pricing conditions in accordance with company guidelines.
• Perform an initial assessment of call requirements; if handling is expected to exceed 15 minutes, create an RFQ for Back Office processing.
• Handle incoming sales-related emails and faxes that do not require Back Office involvement.
• Address simple spare parts inquiries.
• Support basic product selection questions or requests.
• Create CRM complaints when customer issues are received.
• Manage end-user referrals and respond to end-user inquiries.
• Identify sales opportunities and escalate them to external sales teams.
• Deliver high-quality customer service by understanding customer needs at any stage of their buying journey.
• Ensure customers receive a positive, efficient, and professional phone experience.
• Make quick and accurate decisions on which tasks should be escalated to Back Office staff.
• Support development efforts related to conflict resolution, complaint handling, and performance management within the CSU department, as needed.
• Serve as SD SAP Super User.
• Provide general assistance to the CSSC Manager (Oceania) when required.
• Perform any other reasonable duties as assigned, consistent with the scope of the position.

Organisational Responsibilities

• Comply with Grundfos, State, and Federal OH&S and EEO laws, legislation, regulations, policies, and procedures.
• Achieve objectives and targets in alignment with agreed strategies.
• Adhere to the requirements of the relevant ISO Quality, Safety, and Environmental Management Systems.
• Actively demonstrate and promote the Grundfos Purpose and Values.
• Conduct oneself as a responsible representative of Grundfos in accordance with the Code of Conduct guidelines.
• Foster and encourage collaboration within the team and across departments to ensure a customer‑centric approach.
• Take accountability for the duties and responsibilities outlined in this job description.
• Properly care for and maintain company property, including but not limited to vehicles, computers, and mobile phones.

Your Background:

• Experience handling high volumes of phone inquiries while delivering friendly, professional customer service.
• Ability to build, develop, and maintain strong customer relationships, both new and existing.
• Capable of entering data quickly, accurately, and consistently.
• Proven experience in managing difficult customers and effectively diffusing conflict.
• Strong time management skills and the ability to prioritize tasks effectively.
• Proficient in Microsoft Word, Excel, PowerPoint, and SAP.
• Strong written and verbal communication skills.

Your Competencies:

• Proficient in English communication, both speaking and written.
• People‑oriented and customer‑focused.
• Skilled active listener.
• Able to build rapport with a wide range of personality types.
• Self‑motivated and driven to achieve results.
• Strong attention to detail.
• Effective problem‑solving abilities.
• Collaborative team player.
• Competent in dispute resolution.

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.