Senior CSSC Front Line Representative Domestic Building Service
This role applies a broad and deep knowledge base, technical/business understanding, and uses independent judgment to offer quality customer service.
The Senior CSSC Front Line Representative is responsible for handling complex customer inquiries via email, phone, and other digital channels. They will provide solutions to suit customer needs and specifications with high quality, produce SAP CRM quotations, and deliver them to customers in a timely manner.
Main Responsibilities:
* Handle incoming email inquiries and offer solutions to suit customer needs and specifications with high quality; Produce SAP CRM quotations and deliver to customer timely.
* Provide instant support/solution to inquiries via 1 office hotline; Ensure agent's availability online aiming for specified performance of telephony; Proficient use of Trio system for daily operation.
* Identify sales opportunities from new customers and generate leads to external sales.
* Operate in CRM as per defined process; report any issues to super users for resolution; involvement in functionality improvement.
* Handle customer issues when these arise.
* Collect product knowledge and share it with the team.
* May handle more complex or escalated order fulfillment tasks related to project sales and customer invoice disputes.
* Provide overload support for the Customer Sales Center Representative.
* Handle more complex order fulfillment tasks related to project sales and customer invoice disputes.
* Provide primary support for escalated inquiries regarding the Order-to-Delivery process and tools.
* Promote digital tools towards Customers using templates (GPC, MyGrundfos, Extranet).
* Material master data full view creation / Local product material master data creation.
* Support the incoming complex orders, whether manual or electronic to ensure fast and accurate order management.
* Contact Customers or internal stakeholders to resolve missing order data at the time of order entry into SAP for complex orders to enter an executable order.
* Assist customers with order progression & supply chain issues.
* Proactively work with Finance on credit control to ensure disputes/Invoice queries are actioned and completed.
* Proactively use SAP/BW reports to execute SAP housekeeping/daily routines.
* Support Customer order changes (lead time, shipping conditions, quantity, postponements, rejection, cancellation) and interaction with External Sales, Finance, and the Supply Chain.
* Consolidate shipments when necessary for complex project sales.
* Manage and coordinate Customer complaints, requests for Customer returns, and damaged returns.
* Other tasks from manager.
About You:
* Diploma or bachelor's degree in engineering will be beneficial.
* At least 5 years working experience in technical supporting or quotation-related supporting.
* Fluent in English, both oral and written. Able to communicate technical details with English-speaking colleagues.
* Basic CRM/SAP knowledge within the related work area.
* Certain level of engineering knowledge.
* Proficient with Microsoft Office products.
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 discussion 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.
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.