Senior Technical Customer Support Lead - Water Solutions

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

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.