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Senior CSSC Front Line Representative

Job Description

Are you ready to elevate customer service excellence and drive innovation at Grundfos? Join our Customer & Sales Support Center (CSSC) team as a Senior Front Line Representative!

What is the job about?

The Senior CSSC Front Line Representative will be responsible for delivering high-level customer service support, increasing efficiency in customer interactions, and supporting the deployment of new communication technologies within our CSSC team. This role is part of the Group Customer Service & Support team, which excels in setting the foundation for the company's customer service activities. You will work closely with Divisional sales teams, technical support teams, and key Group functions to support the customer service process for various customer channels. The Sr. CSSC Front Line Representative is responsible for identifying areas for improvement, conducting training, and providing practical input to ongoing activities to enhance our customer service process. This role reports to the CSSC Manager, WU.

To be considered for this role, you must reside in the Houston area and be able to operate daily out of the Brookshire, TX facility in a hybrid capacity.

**Your main responsibilities** :

+ Create tickets, e.g. RFI (request for information), RFQ request for quotation) and OEW (order entry workflow), for own processing or for forwarding to the back office.

+ Create processed offers according to the description.

+ Track offers according to specifications (e.g. sales guidelines).

+ Follow up on Customer interactions within set 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.

+ Enter the 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 missing order data at the time of entry into SAP to enter an executable order.

+ Manage 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.

+ Handle order fulfillment tasks.

+ Provide order and delivery status to Customers.

+ Record Customer complaints and requests for Customer product returns.

+ Promote digital tools towards customers using templates (GPC, MyGrundfos, Extranet).

+ Support in executing ad hoc tasks in CSSC such as pricing, master data, approval workflow, digital tools

Your background

We imagine that you have:

+ Vocational certificate, Associate’s or bachelor’s Degree or equivalent work experience (minimum of 5-10 years)

+ Previous experience within 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.

+ Demonstrate working knowledge SAP (CRM/SD).

+ Familiarity with MS Office applications.

+ Fundamental Product and Application Knowledge – Interpret type keys, identify pumps vs spare parts, kits vs motors, identify where product is built (not essential).

+ Good communication and networking skills together with the ability to build strong and trusting relationships with both Internal and External Stakeholders.

+ Excellent written and spoken English

Relocation for this position cannot be supported and qualified candidates must be authorized to work in the U.S. 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.

What’s in it for you?

What are your goals? Here at Grundfos it’s our mission to enable you develop and fulfil your aspirations, both career and personal. We areguided by oursix core values (https://www.grundfos.com/about-us/our-purpose-and-values) , and you’ll find that your fresh ideas will be welcomed and make a difference in everything from local to large-scale global projects. You’ll encounter colleagues from all over the world both as part of your daily work, supporting and all the while broadening each other’s cultural horizons.

In addition, your day-to-day benefits as a regular, full-time employees include:

+ 5 paid holidays; paid time off for volunteering; up to 20 paid vacation days. Vacation hours are accrued on a prorated basis, based on your hire date within the calendar year.

+ Competitive medical, dental, and vision plans; 401(k)-match program.

+ Annual bonuses, parental support, internal well-being consultants and programs, engaging team buildings.

Do you want to learn more?

If this job sounds interesting, please send your resume and cover letter by clicking “ **Apply** ”.

To dig deeper into the Grundfos universe, follow us onLinkedIn (http://linkedin.com/company/grundfos) orYouTube (http://youtube.com/user/grundfos) . Check outMeet our people (https://www.grundfos.com/careers/meet-our-people) to get to know some of your future colleagues and why they love working at Grundfos.

_Grundfos needs and welcomes professional people from all corners and backgrounds by providing equal employment opportunities for all applicants and employees and prohibits discrimination and harassment of any type. Employment decisions at Grundfos are based on business needs, job requirements, and individual qualifications without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. All qualified applicants are encouraged to apply. Learn more about your rights as an_ applicant (https://www.dol.gov/sites/dolgov/files/OFCCP/regs/compliance/posters/pdf/22-088\_EEOC\_KnowYourRights.pdf) _and_ pay transparency (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp\_%20English\_formattedESQA508c.pdf) _. Accommodations are available for applicants with disabilities._

We look forward to hearing from you.

Information at a Glance

Job details

Workplace: Hybrid (office and home-working)

Job Location: Brookshire, Texas, United States | Houston, Texas, United States | Katy, Texas, United States

Contract Type: Full-Time

Employment Type: Regular