Application Deadline:
- Workplace: Hybrid Position- Location: Apodaca, MX, N.L. 66600- Contract Type: Full-Time- Employment Type: Regular**What is the job about?**
**_Grundfos_** is seeking an experienced **_CSSC Frontline Representative_** to join its **_Water Utility America´s_** team. The **_Frontline Representative_** contributes to a thriving sales team whilst delivering world class customer services through various Customer channels i.e. telephone, E-mail, live chat, instant messaging etc. Provide Customer contact resolution on general and potentially complex inquiries within a timely manner (as predefined by Group guidelines) to resolve and decide on the further processing of business transactions based on defined processes. Support Order Entry related support to Customers and sales teams. Support managing and optimizing Customer inquiries to allow for timely completion. This position reports directly to the_ CSSC Supervisor _and will operate daily out of the Apodaca´s facilities in Nuevo Leon, MX. On a hybrid schedule.
**Your main responsibilities**:
- Provide primary support for both day-to-day and escalated inquiries regarding the Order-to-Delivery process and tools.
- Support the incoming complex orders, whether manual or electronic to ensure fast, 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 & supply chain issues.
- Proactively use SAP/BW reports to execute SAP housekeeping/daily routines, customer satisfaction and our 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.
**Your background**
We imagine that you have:
- Bachelor's Degree or equivalent work experience (minimum 1-3 years)
- Product and Application Knowledge - Interpret type keys, identify pumps vs spare parts, kits vs motors, identify where product is built (not essential).
- In-depth knowledge of Customer Services. Relevant administrative experience, organizational skills & 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 together with the ability to build strong and trusting relationships with both Internal and External Stakeholders.
**What's in it for you?**
What are your goals? Here at Grundfos it's our mission to help you develop and fulfil your ambitions, 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**:
- Flexible working hours; home office possibility and equipment; paid leave for volunteering
- Annual bonuses, parental support, internal well-being consultants and programmes, engaging team buildings
- Diverse, 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.
**Do you want to learn more?**
If this job sounds appealing, please send your resume and cover letter by clicking "Apply".
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**We look forward to hearing from you.**
**About Grundfos**
Grundfos is one of the world's leading water technology companies with more than 19.000 employees in 60+ countries all over the world. Our skills commit us to pioneering solutions to the world's water and climate challenges and improve the quality of life for people. We dare to do things that others cannot or dare not do, as 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.
**An inclusive team**
If you like the look of this job and know you can bring your skills to contribute to our purpose, please apply. We need and welcome professional people from all corners - however you identify and whatever your background is