Are you passionate about delivering exceptional customer experiences while navigating complex orders and inquiries with confidence? Then join us in our mission to pioneer smarter solutions for moving and transforming water, reducing energy consumption, and enhancing quality of life for people.

As our new Senior CSSC Front Line Representative, you will actively contribute to an efficient and productive internal sales team whilst delivering world-class customer services through various communication channels such as digital, telephone, e-mail, live chat, etc. Provide professional resolutions on all inquiries related to the identified OEM customers within a timely manner (as predefined by IND targets) and either resolve or decide on further processing based on defined processes. Work as a subject matter expert within products or processes to promote and enhance competence within the OEM team.

What you will be doing

As a key part of the Customer Support & Service Center (CSSC) team, you will create impact by driving customer satisfaction and business growth through timely resolutions, identifying opportunities, and championing process improvements that strengthen our customer-centric culture.

Your main responsibilities include:

• Use advanced pump and order management knowledge to provide commercial and technical advice on customer enquiries by email, telephone, live chat, instant messaging etc.
• Use discretionary skills to create, analyse, and resolve customer request tickets, such as; RFI (request for information), RFQ (request for quotation), RFO (request for order), and RFC (request for complaint) to optimize response times.
• Create professional offers and quotations using advanced product and pricing knowledge to meet customer requirements.
• Track offers and quotations according to sales guidelines.
• With sophisticated pricing tools and SAP knowledge, provide pricing and delivery information as requested.
• Provide primary support for both day-to-day and escalated inquiries regarding the Order-to-Delivery process requiring enhanced knowledge of SAP, CRM, QIP, Sales approval systems, and supporting documentation libraries.
• Identify new business opportunities and provide potential business intelligence within the proper sales channels.
• Enter, check or release incoming 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 order complexities such as price and part number configuration data at the time of entry into SAP to enter an executable order.
• Using acumen and discretion manage customer order changes (lead time, shipping conditions, quantity, postponements, rejection, cancellation) and interaction with external Sales, finance and supply chain.
• Assist customers with order progression and supply chain issues.
• Daily order housekeeping using advance reporting skills.
• Resolve customer complaints and quality issues using analysis and systematic approaches.
• Record and action requests for customer product returns.

Others:

• Promote and train customers on the use of digital tools (Chat, GPC, MyGrundfos, Extranet, etc) to advance efficiency.
• Support in executing ad hoc tasks in CSSC such as pricing, master data, approval workflow, digital tools, etc.
• Coordinate with Support Function to Create, delete and maintain customer contact data in the SAP CRM system.
• Follow all local guidance in relation to quality, environmental, sustainability, health and safety.
• Attend and support sales and customer strategy meetings and activities when needed
• Build relationships with customers that will impact the business, help us benchmark against our competitors, and increase our service levels while gaining global market acumen.

What makes you a great fit

Above all, you are a customer-focused professional with strong technical aptitude, proven experience managing complex order processes, and the ability to build trusting relationships with both internal and external stakeholders.

We would also imagine that you have:

• Experience driving well-defined processes within the functional area.
• The ability to lead minor processes or projects.
• In-depth knowledge of Customer Service, relevant administrative experience, strong organizational skills, and accountability toward customers.
• Knowledge of business structure, products, and key market needs to create a successful customer-centric experience.
• Demonstrated practical working knowledge of Customer Service software, databases, and SAP CRM/SD/MM.
• Up-to-date knowledge of relevant technologies, trends, and applications.
• Proficiency in MS Office applications.
• Strong communication and networking skills, with the ability to build trusting relationships with both internal and external stakeholders.
• Excellent written and spoken English.
• Most likely to have 3+ years of relevant work experience before entering level besides formal education.

Relocation for this position cannot be supported and qualified candidates must be authorized to work in the U.S. or Mexico without the need for employment-based visa sponsorship now or in the future. Sponsorship is not available for applicants for US Work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa).

The salary range for this position is $58,900 to $86,800. Individual pay will be determined based on market location and the candidate’s profile. The range listed is just one component of Grundfos’s & Peerless Pump Company total compensation and benefits package for employees. Total compensation includes paid time off, paid holidays, merit increases, bonuses, and employee stock purchase programs, etc. Certain roles are eligible to earn sales incentives based on revenue or utilization. To learn more about our benefits, please visit: Grundfos Benefits.

Why you will love working here

We care! Day to day, you can look forward to:

• A working environment built around your needs, with flexible hours, home working opportunities and parental support.
• Annual bonuses, health insurance and a strong focus on well-being activities.
• Three days' additional paid leave for volunteering in your community.
• Access to on-demand training and learning sessions and carefully structured programmes to pursue personal and professional development opportunities.

We are inclusive! Celebrating and valuing our differences helps us see possibilities where others can't. We therefore welcome and encourage applications from all abilities, experiences, and backgrounds.

Are you ready to unlock possibilities at Grundfos? Apply today!

To get to know us better, follow us on LinkedIn or visit grundfos.com