CSSC Front Line Representative

GRUNDFOS; Apodaca; Presencial; MXN 335.000 - 469.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Annual bonuses

Health insurance

Parental leave

Volunteer time off

Training and development programs

Home working opportunities

Descripción de la vacante

GRUNDFOS seeks a CSSC Front Line Representative in Apodaca, Nuevo León, to deliver front-line customer support across phone, email, and chat, handling complex order inquiries and ensuring accurate order-to-delivery.

You will work with SAP, coordinate with sales and Finance teams, and support exports, focusing on customer satisfaction and operational excellence.

Formación

• Associate's or bachelor's degree in a relevant field with 3–5 years in customer service or order management.
• In-depth knowledge of SAP (CRM/SD/MM) and customer service software/databases.
• Strong written and spoken English with excellent communication and relationship-building skills.
• Proficiency in MS Office applications with solid organizational skills and attention to detail.

Responsabilidades

• Provide primary support for day-to-day and escalated inquiries across the Order-to-Delivery process, managing complex orders in SAP to ensure fast, accurate order entry and execution.
• Assist customers with order progression, supply chain issues, and order changes including lead times, shipping conditions, quantities, and cancellations.
• Proactively collaborate with Finance on credit control, invoice disputes, and customer complaints to drive timely resolution.
• Leverage SAP/BW reports for daily housekeeping routines, service level adherence analysis, and continuous improvement of customer satisfaction.
• Promote and support digital tools (GPC, My Grundfos, Extranet) to enhance the customer experience and drive self-service adoption.
• Coordinate shipment consolidation for complex project sales and ensure proper documentation for export orders.

Conocimientos

SAP knowledge

Order management

Customer service

English proficiency

MS Office

Educación

Associate's or Bachelor's degree

Herramientas

SAP

SAP BW

Descripción del empleo

Are you passionate about delivering world-class customer service while driving efficient order management in a fast-paced, global environment? Then join us in our mission to pioneer smarter solutions for moving and transforming water, reducing energy consumption, and enhancing quality of life for people.

As our new CSSC Front Line Representative, you will be providing front-line customer support across multiple channels—phone, email, live chat—resolving complex order inquiries and ensuring seamless order-to-delivery experiences for our customers and sales teams. 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 Manager and will operate daily out of the Apodaca, Nuevo León 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 Center (CSSC) team, you'll create impact by Driving customer satisfaction and operational excellence by ensuring accurate, timely order fulfillment and proactive resolution of complex inquiries..

• Provide primary support for day-to-day and escalated inquiries across the Order-to-Delivery process, managing complex orders in SAP to ensure fast, accurate order entry and execution
• Assist customers with order progression, supply chain issues, and order changes including lead times, shipping conditions, quantities, and cancellations
• Proactively collaborate with Finance on credit control, invoice disputes, and customer complaints to drive timely resolution
• Leverage SAP/BW reports for daily housekeeping routines, service level adherence analysis, and continuous improvement of customer satisfaction
• Promote and support digital tools (GPC, My Grundfos, Extranet) to enhance the customer experience and drive self-service adoption
• Coordinate shipment consolidation for complex project sales and ensure proper documentation for export orders

What Makes You a Great Fit

Above all, you are a customer-centric professional with strong SAP knowledge, excellent communication skills, and the ability to manage complex order fulfillment tasks while building trusted relationships with internal and external stakeholders.

We would also imagine that you have:

• Associate's or bachelor's degree, or equivalent work experience (minimum 3-5 years) in customer service or order management
• In-depth knowledge of SAP (CRM/SD/MM) and customer service software and databases
• Strong written and spoken English with excellent communication and relationship-building skills
• Proficiency in MS Office applications with solid organizational skills and attention to detail

It is a plus if you also:

• Product and application knowledge, ability to interpret type keys, identify pumps, spare parts, kits, and motors
• Experience with complex project sales, export documentation, or supply chain coordination
• Knowledge of business intelligence reporting tools (e.g., SAP BW) for service level analysis

Why you will love working here

We care! 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 in your community.
• Access to on-demand training and learning sessions and carefully structured programmes to pursue personal and professional development opportunities.

We are inclusive! Celebrating and valuing our differences helps us see possibilities where others can't. We therefore welcome and encourage applications from all abilities, experiences, and backgrounds.