Middle Office Agent

Grundfos is seeking an experienced to join its 1Office GMX team. The Middle Office Agent will be responsible to customer support center aims to provide a world class customer experience by providing first contact resolution. Customer Service Representatives resolve issues utilizing and understanding the resources at hand and collaboration with cross-functional departments. The Middle Office Agent will collaborate with our customers, teammates, Sales Managers, and other cross**Why Grundfos?**At Grundfos, we dare to do things that others cannot or dare not do. Our skills commit us to pioneer solutions to the world’s water and climate challenges and improve the quality of life for people. We believe innovation is not only a business opportunity, but an obligation. And what really matters to us is not short-term profit, but the impact we make. By becoming part of our united powerful team, you too can drive this change no matter your role.**What is the job about?**- Provide primary support for escalated inquiries regarding the Order-to-Delivery process and tools.- Intermediate Product Knowledge - factory variant options available, interpret type keys, identify pumps vs spare parts kits vs motors, identify where product is built- Guide end-users and customers for self-service and troubleshooting Grundfos Digital Tools for standard product info, order status info, etc.- Terms & Conditions and pricing levers as they affect the order- to-delivery process.- Pricing: hierarchy for discount levels, provide List & Net Price to direct customers, Sales E-Forms and Delegation of Authority.- Provide Best Availability to fulfill customers’ orders and meetrequested dates, shipping location determination (Default Plants)- Order Entry Process including waiving fees, special promotions and pricing, order changes and fees, cancellations and fees, and the order-to-delivery process.- Utilize an intermediate level of material resource planning and alternative products to help improve confirmation dates.- Intermediate Logistics - provide an estimate charges per service level requested, Parcel vs Heavy Weight (LTL), process Free Delivery / Will Call / Collect / 3rd Party Freight Billing orders- Expediting process for orders including air freight and fees associated- Basic Export Knowledge - identify Dual Use Products, Identify embargoed destinations, Due Diligence to obtain End-User Statement, know when to obtain additional info when required- Broker to Clear Goods Contact Info & Commercial Invoice- Provide certificates available to customers including but not limited to Conflict Free Sourcing - Conflict Minerals Reporting, Compliance/Conformance, Certificate of Origin, etc- Intermediate ability for Order Management in demand execution to meet our customers requested date of delivery. Be able to identify root causes for delayed or unconfirmed orders and resolve issues.- Provide solutions and resolution to customer complaints regarding invoicing and shipping. Follow processes for delegation of authority, free and/or replacement orders, quality improvement, shipping complaints, return material requests. Identify root causes for invoicing discrepancies and resolve to eliminate future issues.- Additional duties as assigned at manager’s discretion.**What do you need to apply?**- Effective face-to-face and virtual presentation of information in one- on-one and small group settings.- Expert level phone etiquette skills.- Knowledgeable in the navigation and utilization of technical software and tools such as SAP, Microsoft Office 365 Tools (SharePoint, PowerApps, Outlook, Dashboards), CRM, 1Office (customer support ticketing system), and other Resources as available.- Excellent oral and written communication skills.- Intermediate Data Entry with a keen attention to detail that will aid with order entry, returns materials authorization, customer complaint management, and dispute management process.- Technically minded, self-motivated, organized, process & detail oriented with a positive customer centric attitude.- High caliber of accountability and collaboration for resolution.- Adept ability to navigate and adapt to changes, technology and digitalization of the role.