IND CSSC Customer Service Representative, IEM

Do you thrive on delivering exceptional customer experiences and enjoy being the go-to problem solver in a fast-paced, collaborative sales environment?

What is the job about?
The IND CSSC Customer Service Representative, IEM & Distribution plays a key role in ensuring an efficient and productive internal sales process while delivering world-class customer service. You will interact with customers through multiple channels—digital platforms, phone, email, and live chat—providing timely and professional resolutions to inquiries in line with predefined IND targets. Your responsibilities include resolving issues or determining the next steps based on established processes, ensuring every interaction reflects excellence and reliability.

This position reports directly to the CSSC Manager and will operate daily out of the Apodaca or Monterrey, Nuevo León facility. Relocation for this position cannot be supported and qualified candidates must have authorization to work in Mexico without support.

Your main responsibilities:

• Provide timely commercial and technical support to customer inquiries via email, phone, live chat, and other channels.
• Create and manage CRM tickets (RFI, RFQ, RFO, RFC) and ensure accurate documentation for processing or escalation.
• Prepare professional quotations and offers aligned with customer requirements and sales guidelines.
• Follow up on customer interactions within defined SLAs and track offers to maximize conversion opportunities.
• Maintain accurate customer data in SAP CRM and assist with order progression and supply chain issues.
• Promote and guide customers in using digital tools (e.g., Chat, GPC, MyGrundfos, Extranet).
• Handle order entry, changes, and returns, ensuring compliance with quality and service standards.
• Participate in ad hoc projects and tasks as assigned by leadership.

Your background
We imagine that you have:

• Associate's or Bachelor's degree in Customer Service, Engineering, or equivalent work experience (minimum 1–3 years).
• Proven experience in customer service with strong administrative and organizational skills, and accountability toward customers.
• Solid understanding of business processes, products, and market needs to deliver a customer-centric experience.
• Proficiency in MS Office applications and familiarity with relevant technologies, trends, and digital tools.
• Excellent communication and networking skills with the ability to build strong relationships internally and externally.
• Strong problem-solving skills and attention to detail in handling inquiries and orders.
• Good written and spoken English

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 are guided by our six core 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 include:

• Diverse, inclusive environment with employee-led forums offering colleagues a safe place to connect and share openly
• We encourage you to be at the offices, where you can engage, learn, and have fun with colleagues. If you'll be working from your home office, we'll make sure you are well equipped with a good workstation
• On the top of it, flexible working hours and up to 3 days' additional paid leave for volunteering
• 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

Do you want to learn more?
If this job sounds appealing, please send your resume by clicking "Apply".

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We look forward to hearing from you.