CSSC Front Line Representative IND at GRUNDFOS

What is the job about?

•  The position provides first Customer contact resolution on inquiries which can resolve rather shortly (as predefined by Group guidelines) and decide on the further processing of business transactions based on defined processes. Provide timely and effective quotations, technical advice, and Order Entry related support to Customers and sales teams.

Your main responsibilities:

• Assist customer order inquiries via telephone, email, live chat, and instant messaging
• Enter and maintain manual and electronic orders accurately and efficiently.
• Resolve missing information for orders at the time of entry, or liaise with stakeholders to do so.
• Handle customer order changes and assist with supply chain issues while providing up-to-date order and delivery statuses
• Handle order fulfillment tasks.
• Enter the incoming orders, whether manual or electronic to ensure fast, accurate order management in line with world class customer service.
• Provide order and delivery status to Customers.
• Create tickets, e.g., RFI (request for information), RFQ (request for quotation) RFC (request for complain) and RFO (request for order), for own processing or for forwarding to the back office.
• Contact Customers or internal stakeholders to resolve missing order data at the time of entry into SAP to enter an executable order.
• Coordinate Customer order changes (lead time, shipping conditions, quantity, postponements, rejection, cancellation) and interaction with External Sales, Finance, and the Supply Chain.
• Assist Customers with order progression and supply chain issues.
• Commercial advice on Customer inquiries which the employee can resolve within about 20 minutes, by email, telephone, live chat, instant messaging etc.
• Create processed offers according to the description.
• Track offers according to specifications (e.g., sales guidelines).
• Follow up on Customer interactions within Service Level Agreement (SLA).
• Provide standard pricing and delivery information.
• Identify business opportunities and handover to external sales.
• Create, delete, and maintain Customer contact data in the SAP CRM system.
• Promote digital tools towards customers using templates (GPC, My Grundfos, Extranet, etc.).
• Support in conducting ad hoc tasks in CSSC such as pricing, master data, approval workflow, digital tools, etc.

Your Background:

• Diploma or bachelor’s Degree or equivalent work experience.
• Additionally, have a minimum of 1 year of previous experience within Customer Services.
• Familiarity with MS Office & SAP & CRM applications (ideally, it will be the advantage)
• Relevant administrative experience, organizational skills & accountability with the Customer
• Good communication and networking skills together with the ability to build positive and trusting relationships with both Internal and External Stakeholders.
• Fluent in English language