Senior CSSC Front Line Representative

Grundfos; Adelaide; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Annual bonuses

Health insurance

Home working opportunities

Job summary

Grundfos in Adelaide, South Australia, invites a technically minded Senior CSSC Front Line Representative to join our Customer Sales & Support Centre. You will handle high-volume technical customer calls, resolve issues, quote requests, and identify sales opportunities while maintaining accuracy in SAP CRM One Office.

We seek an engineering-minded professional with strong communication skills, capable of managing challenging customers and documenting interactions.

Qualifications

• Technical customer service experience handling high-volume phone enquiries.
• Engineering background with knowledge of pump operating principles and rotational mechanisms is desirable but not explicitly stated as requirement.
• Ability to identify sales opportunities and maintain accurate CRM records.

Responsibilities

• Handle high volumes of incoming calls within SLA targets, quickly identifying customer needs and formalising requests within SAP CRM One Office
• Manage sales enquiries including discounts, offers, pricing conditions, credit limits, and spare parts and product selection questions
• Assess call complexity and either resolve immediately, create RFQs for follow-up, or assign to Back Office for more complex requests
• Document all interactions accurately in CRM, create complaint records when needed, and handle end-user referrals and enquiries
• Identify opportunities for external sales and proactively support customers at every stage of their buying process
• Develop skills in conflict resolution, complaint handling, and contribute to performance improvement within the CSSC department

Skills

Technical customer service

Engineering background

Strong communication skills

Data entry skills

Conflict resolution

Tools

SAP CRM One Office

SAP CRM

Job description

Are you a technically minded customer service professional who thrives on solving complex enquiries and delivering outstanding experiences over the phone? Then join our mission to pioneer smarter water solutions that reduce energy use and improve lives.

As our new Senior CSSC Front Line Representative, you'll be handling front-line customer interactions with technical expertise and commercial awareness that ensures every customer receives fast, accurate, and professional support. You'll be part of a diverse, supportive and inclusive culture, that celebrates our differences and puts people first by fostering growth, well-being, and a sense of belonging.

What you will be doing

As a key part of the Customer Sales & Support Centre (CSSC) team, you'll create impact by delivering high-quality technical customer support that strengthens relationships, identifies sales opportunities, and ensures customers get the right solutions efficiently.

Your main responsibilities include:

• Handle high volumes of incoming calls within SLA targets, quickly identifying customer needs and formalising requests within SAP CRM One Office
• Manage sales enquiries including discounts, offers, pricing conditions, credit limits, and spare parts and product selection questions
• Assess call complexity and either resolve immediately, create RFQs for follow-up, or assign to Back Office for more complex requests
• Document all interactions accurately in CRM, create complaint records when needed, and handle end-user referrals and enquiries
• Identify opportunities for external sales and proactively support customers at every stage of their buying process
• Develop skills in conflict resolution, complaint handling, and contribute to performance improvement within the CSSC department

What makes you a great fit

Above all, you're a technically knowledgeable customer service professional with an engineering background, strong communication skills, and the ability to handle high-pressure, high-volume phone environments with composure and accuracy. We'd also imagine that you are/have:

• Engineering background with a solid understanding of pump operating principles, spare parts, and rotational mechanisms
• Proven customer service experience handling high volumes of phone enquiries in a professional and friendly manner
• Demonstrated ability to manage difficult customers and resolve conflicts effectively
• Strong data entry skills with the ability to capture information quickly and accurately

It's a plus if you also:

• Experience with CRM and SAP systems (training can be provided)
• Background in creating and maintaining customer relationships in a B2B environment
• Experience in a commercial or sales support role within an engineering or industrial context

Why you'll love working here

Day to day, you can look forward to:

• A working environment built around your needs, with flexible hours, home working opportunities and parental support.
• Annual bonuses, health insurance and a strong focus on well-being activities.
• Three days' additional paid leave for volunteering.
• On-demand training and structured development programmes to support your growth.

Valuing our differences helps us see possibilities where others can't. We therefore welcome and encourage applications from all abilities, experiences, and backgrounds. As part of our commitment to a safe and compliant hiring process, final candidates may be required to undergo a background check, subject to applicable local laws and regulations.

Job Location: Adelaide, South Australia, Australia

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

We believe that the key to a work environment, where employees thrive and grow, is our ability to celebrate and value our differences in background, experiences and perspectives. In our recruitment process we welcome all professional people without consideration of age, colour, gender identity, national origin, physical or mental disability, ethnicity or religion.