Senior CSSC Front Line Representative

Job Title: Front Line Service Engineer

Job Purpose:

• Contribute to a thriving sales team whilst delivering world class customer services through various Customer channels i.e. telephone, E-mail, live chat etc.
•  Provide Customer contact resolution on general and potentially complex inquiries within a timely manner (as predefined by IND CSSC China guidelines) to resolve and decide on the further processing of business transactions based on defined processes. 
• Support Order Entry related support to Customers and sales teams.  Support managing and optimizing Customer inquiries to allow for timely completion

Job Description:

• Provide primary support for both day-to-day and escalated inquiries regarding the Order-to-Delivery process and tools. Create tickets, e.g. RFI (request for information), RFQ request for quotation) and RFO (Request for Order),, for own processing or for forwarding to the back office. Material master data full view creation / Local product material master data creation.
• Support the incoming complex orders, whether manual or electronic to ensure fast, accurate order management in line with world class customer service. Contact Customers or internal stakeholders to resolve missing order data at the time of entry into SAP for complex orders to enter an executable order. Assist customers with order progression & supply chain issues. Support Customer order changes (lead time, shipping conditions, quantity, postponements, rejection, cancellation) and interaction with External Sales, Finance and the Supply Chain. May handle more complex or escalated order fulfillment tasks related to project sales and customer invoice disputes.  May also provide overload support for the CSSC Representatives. Support the management team with strategy deliveries and various sales activities. Provide order and delivery status based on request from customers or external sales.
• Identify business opportunities and handover to external sales. Ensure customer master data is updated when they’ve been noticed there’s change by informing CMD specialist.
• Promote digital tools towards customers using templates (GPC, My Grundfos, Extranet).
• Record Customer complaints and requests for Customer product returns, and pass to second line for QIP input and return order.

• They apply broad knowledge across the functional area and have a deep knowledge base and technical/business understanding. Analyze statistic data to determine adherence to agreed Service Level Agreements. Plan, prioritize work tasks to ensure service delivery is not comprised. Manage and coordinate the work allocation & prioritize across the business using relevant tools.
• Support with ad hoc tasks defined by leadership.

Qualifications:

Associate’s or bachelor’s Degree or equivalent work experience (minimum 3-5 years)

• Product and Application Knowledge – Interpret type keys, identify pumps vs spare parts, kits vs motors, identify where product is built (not essential).
• In-depth knowledge of Customer Services. Relevant administrative experience, organizational skills & accountability with the Customer.
• Knowledge of business structure, products and key market needs to create a successful Customer centric experience.
• In-depth knowledge of customer service software, databases and SAP CRM/SD/MM.
• Current with relevant technology and trends and applications
• Proficiency in MS Office applications.
• Good communication and networking skills together with the ability to build strong and trusting relationships with both Internal and External Stakeholders.

• Good written and spoken English