Grundfos North America is seeking an experienced Technical Customer Service Representative (CSSC Front Line Representative) to join its Industry (IND) team.
The CSSC Front Line Representative will contribute to a thriving sales team whilst delivering world class customer services through various Customer channels i.e. telephone, E-mail, live chat, instant messaging etc. Provide first Customer contact resolution on inquiries which can be resolved quickly (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.
This position reports directly to the CSSC Front Line Supervisor and will operate on a hybrid schedule out of any of our US locations: Lenexa, KS, Brookshire, TX, Fresno, CA or Allentown, PA. Relocation for this position cannot be supported and qualified candidates must have authorization to work in the USA without support.

What is the job about?
The CSSC Front Line Representative will:

• Provide commercial and technical advice on Customer inquiries which the employee can resolve within about 20 minutes, by email, telephone, live chat, instant messaging etc.
• 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, etc.

What do you need to apply?

• Associates degree or equivalent from a two-year college or technical school with 1-3 yrs previous customer service experience
• High school diploma or GED with 3-5 years of previous customer service experience
• Experience working in the technical, pump or similar industry is preferred but not essential.
• 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 and databases (SAP CRM/SD/MM preferred).
• Proficiency in MS Office applications.
• Fundamental pump product and application knowledge is preferred but 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.
• Must work effectively in a team environment.
• Can listen carefully to determine customer needs.

If you would like to dig deeper into the Grundfos universe, please visit us on LinkedIn or YouTube.

We look forward to hearing from you.