CSSC Front Line Representative

GRUNDFOS; Apodaca; On-site; MXN 240,000 - 360,000; Full time

Benefits offered by this job

Annual bonuses

Health insurance

Volunteering leave (3 days)

Job summary

GRUNDFOS in Apodaca, NL, Mexico, is hiring a CSSC Front Line Representative to deliver expert commercial and technical support across channels, ensure first-contact resolution, and drive customer satisfaction.

You will handle inquiries via phone, email, live chat, create tickets, manage SAP orders, provide pricing and delivery updates, and promote digital tools. 2–3 years experience, SAP knowledge, English proficiency.

Qualifications

• 2–3 years in customer services or relevant administrative roles
• Working knowledge of SAP (CRM/SD) and MS Office
• Excellent written and spoken English with strong communication and relationship-building skills

Responsibilities

• Handle customer inquiries via telephone, email, live chat, and instant messaging — providing commercial and technical advice with first-contact resolution
• Create and manage tickets (RFI, RFQ, OEW), process quotations, and track offers in line with sales guidelines and SLAs
• Enter, manage, and progress customer orders in SAP, including order changes, cancellations, and resolution of missing data
• Provide pricing, delivery status, and supply chain updates to customers while identifying and handing over business opportunities to external sales
• Record customer complaints and product return requests, and promote digital tools such as GPC, MyGrundfos, and Extranet

Skills

Customer focus

Communication

Relationship management

English proficiency

Education

Associate's or Bachelor's degree or equivalent

Tools

SAP CRM/SD

MS Office

Job description

Are you passionate about delivering world-class customer service while driving commercial success through every interaction? Then join our mission to pioneer smarter water solutions that reduce energy use and improve lives.

As our new CSSC Front Line Representative, you'll be providing expert commercial and technical support across multiple customer channels that ensures first-contact resolution and a seamless customer experience. 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.

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

What You Will Be Doing

As a key part of the Customer Sales & Service Centre (CSSC) team, you'll create impact by delivering timely, accurate solutions that strengthen customer relationships and drive business growth across our global sales operations.

Your main responsibilities include:

• Handle customer inquiries via telephone, email, live chat, and instant messaging — providing commercial and technical advice with first-contact resolution
• Create and manage tickets (RFI, RFQ, OEW), process quotations, and track offers in line with sales guidelines and SLAs
• Enter, manage, and progress customer orders in SAP, including order changes, cancellations, and resolution of missing data
• Provide pricing, delivery status, and supply chain updates to customers while identifying and handing over business opportunities to external sales
• Record customer complaints and product return requests, and promote digital tools such as GPC, MyGrundfos, and Extranet

What Makes You a Great Fit

Above all, you're a customer-focused professional with strong communication skills, SAP knowledge, and the ability to build trusting relationships with both internal and external stakeholders.

We'd also imagine that you are/have:

• Vocational certificate, Associate's or Bachelor's degree, or equivalent work experience with 2-3 years in customer services or relevant administrative roles
• Working knowledge of SAP (CRM/SD) and proficiency with MS Office applications
• Excellent written and spoken English with strong communication and relationship-building skills

It's a plus if you also:

• Familiarity with Grundfos products and applications, ability to interpret type keys and identify product categories
• Experience with order management processes and supply chain coordination

Why you'll love working here

Day to day, you can look forward to:

• A working environment built around your needs
• 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.