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We are seeking an experienced Customer Service Representative to join our Water Utility America's team at Grundfos Holding A/S. As a CSSC Frontline Representative, you will contribute to a thriving sales team while delivering world-class customer service through various channels.
Key Responsibilities- Provide primary support for day-to-day and escalated inquiries regarding the Order-to-Delivery process and tools.
- Support incoming complex orders, whether manual or electronic, to ensure fast and 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 for complex orders.
- Assist customers with order progression and supply chain issues.
- Proactively use SAP/BW reports to execute SAP housekeeping, daily routines, customer satisfaction, and profitability.
- Support customer order changes, lead time, shipping conditions, quantity, postponements, rejection, cancellation, and interaction with External Sales, Finance, and the Supply Chain.
- Record customer complaints and requests for customer product returns.
- Analyze statistic data to determine adherence to agreed Service Level Agreements.
- Bachelor's Degree or equivalent work experience (minimum 1-3 years)
- Product and application knowledge, including interpretation of type keys, identification of pumps vs spare parts, kits vs motors, and identification of where product is built.
- In-depth knowledge of customer services, relevant administrative experience, organizational skills, and 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, databases, and SAP CRM/SD/MM.
- Good communication and networking skills, with the ability to build strong and trusting relationships with both internal and external stakeholders.
- Flexible working hours and home office possibility
- Annual bonuses, parental support, internal well-being consultants and programs, engaging team buildings
- Diverse and inclusive environment with employee-led forums offering colleagues a safe place to connect and share openly
- Long-term career development with regular dialogue, as well as continuous learning and development opportunities
