Customer Service Support Level 1 Agent

Grundfos; Apodaca; Remote; MXN 156,000 - 234,000; Full time

Benefits offered by this job

Home working opportunities

Parental support

Annual bonuses

Health insurance

Well-being activities

Three days' volunteering leave

Job summary

Grundfos in Apodaca, NL, is seeking a Customer Service Support Level 1 Agent to be the first point of contact for customers via phone, email, and chat, resolving inquiries, processing service orders, and providing technical guidance that ensures fast, accurate support for Grundfos products and services.

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.

Qualifications

• 1-3 years of telephone-based customer service or support experience.
• Technical diploma or Bachelor's degree in Engineering or a related field.
• Proficiency in MS Office, SAP, ticketing systems, and phone systems.
• Fluent in spoken and written English.
• Knowledge of French, and/or Portuguese.
• Experience with troubleshooting technical products or equipment is a plus.
• Familiarity with CRM platforms such as SAP C4C or similar ticketing systems is a plus.

Responsibilities

• Respond to customer inquiries via phone, email, and chat in a friendly and competent manner, providing professional assistance on products, service appointments, spare parts, and troubleshooting.
• Create, manage, and close customer request tickets and service orders in C4C and SAP in accordance with defined SLAs.
• Handle pricing, literature, and appointment requests while leveraging Grundfos troubleshooting tools to resolve issues efficiently.
• Track all calls, resolutions, and customer interactions accurately in Grundfos IT systems following required standards.
• Collaborate with internal and external service/sales teams, coordinators, and operations teams to ensure seamless customer support.

Skills

Customer service experience

English proficiency

French/Portuguese

Troubleshooting

Education

Technical diploma

Bachelor's degree in Engineering

Tools

MS Office

SAP

Ticketing systems

Phone systems

Job description

Are you passionate about delivering first-class customer support and solving technical challenges with a friendly, professional approach? Then join our mission to pioneer smarter water solutions that reduce energy use and improve lives.

As our new Customer Service Support Level 1 Agent, you'll be serving as the first point of contact for customers via phone, email, and chat — resolving inquiries, processing service orders, and providing technical guidance that ensures fast, accurate support for Grundfos products and services. 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 our Head of Service&Solutions Support Americas and will operate in Apodaca, NL facility daily.

Please note that 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 Service Support Centre team, you'll create impact by delivering exceptional customer experiences that drive satisfaction, loyalty, and seamless service delivery across every interaction.

Your main responsibilities include:

• Respond to customer inquiries via phone, email, and chat in a friendly and competent manner, providing professional assistance on products, service appointments, spare parts, and troubleshooting
• Create, manage, and close customer request tickets and service orders in C4C and SAP in accordance with defined SLAs
• Handle pricing, literature, and appointment requests while leveraging Grundfos troubleshooting tools to resolve issues efficiently
• Track all calls, resolutions, and customer interactions accurately in Grundfos IT systems following required standards
• Collaborate with internal and external service/sales teams, coordinators, and operations teams to ensure seamless customer support

What makes you a great fit

Above all, you're a customer-focused communicator with technical aptitude, strong problem-solving skills, and the ability to stay composed under pressure while delivering outstanding service. We'd also imagine that you are/have:

• 1-3 years of telephone-based customer service or support experience
• Technical diploma or Bachelor's degree in Engineering or a related field
• Proficiency in MS Office, SAP, ticketing systems, and phone systems
• Fluent in spoken and written English
• Knowledge of French, and/or Portuguese

It's a plus if you also:

• Experience with troubleshooting technical products or equipment
• Familiarity with CRM platforms such as SAP C4C or similar ticketing systems

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.

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.