Customer Sales and Support Center

The CSSC Frontline Specialist is the first point of customer contact via phone, email or fax directly relating to order entry, order management, order fulfillment, extranet support and credit claim process. They are also responsible for providing a high level of customer service to ensure the experience is as professional and efficient to best serve our customer’s needs.

• Efficiently and accurately review incoming enquiries via the CRM system, to determine best solution and following standard procedures to achieve best outcome

• Order Entry via SAP P20- with close vetting of part numbers, pricing, account number, delivery address and all necessary details to ensure accuracy

• Convert official CRM quotations to orders via outlined procedures

• Liaise with customer should details on order be incorrect or anomalies found to collaborate on best solution possible

• Order Entry in line with the Grundfos Perfect Order process

• Assist customers with order progression and supply chain issues

• Review and unblock Extranet/EDI orders to ensure most efficient supply chain option is offered

• Track customer orders from entry to invoicing via the running of daily reports/housekeeping tasks

• Proactively work with Credit Control to ensure disputes/Invoice queries are actioned and completed within 5 working days

• Proactively use SAP/BW reports to improve SAP housekeeping, customer satisfaction and our profitability

• Proactively work with Supply Chain to ensure world class supplier ratings for order fulfillment and progression

• Follow up on orders should customer contact requesting delivery status information

• Management of customer complaints

• Management of Return for credit approval process as per local workflow to ensure transparency and efficient workflow

• Project based tasks

• Other Ad Hoc tasks as determined by the CSSC Manager Consolidate shipments when necessary for complex project sales.

• Ensure extra documentation when handling export sales.

• Manage and coordinate Customer complaints, requests for Customer returns and damaged returns Provide solutions and resolution to customer complaints regarding invoicing and shipping. Follow processes for delegation of authority, free and/or replacement orders, quality improvement, mis-shipments, damaged shipments, etc.

• Provide correct return material authorization, credit and debit memos per delegation of authority.

• Additional duties as assigned at manager’s discretion.

We imagine that you have:

• Associate or bachelor’s Degree or equivalent work experience (minimum 1-3 years)

• Previous experience in Customer Services. Relevant administrative experience, organizational skills & accountability with the Customer

• Knowledge of business structure, products and key market needs to create a customer-centric experience

• Show working knowledge of SAP (CRM/SD)

• Familiarity with MS Office applications

• Beneficial to have fundamental Product and Application Knowledge – Interpret type keys, identify pumps vs spare parts, kits vs motors, and identify where the product is built.

• Good communication and networking skills together with the ability to build positive and trusting relationships with both Internal and External Stakeholders

• Good written and spoken English

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:

• If you’ll be working from your home office, we’ll make sure you are well equipped with a good workstation. However, you are always welcome to our offices where you can engage, learn, and have fun with colleagues

• On top of it, flexible working hours and up to 3 days’ additional paid leave for volunteering of your choice

• Annual bonuses, health insurance, parental support, internal well-being consultants and programmes

• Access to the modern Grundfos Academy to pursue further both personal and professional development

• Diverse, inclusive environment with employee-led forums offering colleagues a safe place to connect and share openly