Water Utility Customer Service Representative

hace 3 semanas

Ciudad Apodaca, Nuevo León, México Grundfos Holding AS A tiempo completo

Grundfos Holding A/S is seeking an experienced Water Utility Customer Service Representative to join its team in Apodaca, MX. As a key member of the sales team, you will deliver world-class customer service through various channels, including telephone, email, live chat, and instant messaging.

The ideal candidate will provide customer contact resolution on general and potentially complex inquiries within a timely manner, supporting order entry-related support for customers and sales teams. You will also be responsible for managing and optimizing customer inquiries to ensure timely completion.

This role reports directly to the CSSC Supervisor and operates daily out of the Apodaca facilities in Nuevo Leon, MX, on a hybrid schedule. We estimate the salary for this position to be around $35,000-$45,000 per year, depending on experience.

Job 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 to enter an executable order.
  • 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 statistical data to determine adherence to agreed Service Level Agreements.
Requirements
  • 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
About Grundfos

Grundfos Holding A/S is one of the world's leading water technology companies, with over 19,000 employees in 60+ countries. Our mission is to help develop and fulfill your ambitions, both career and personal. We are guided by our six core values and strive to create a diverse, inclusive environment with employee-led forums offering colleagues a safe place to connect and share openly.

We offer flexible working hours, home office possibility, equipment, paid leave for volunteering, annual bonuses, parental support, internal well-being consultants and programs, engaging team buildings, long-term career development, and continuous learning and development opportunities.

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