Senior CSSC Front Line Representative

GRUNDFOS; Apodaca; Híbrido; MXN 600.000 - 900.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Annual bonuses

Health insurance

Parental support

Flexible hours

Home working opportunities

Volunteering leave

Descripción de la vacante

Grundfos is seeking an IND CSSC Senior Customer Service Representative, IEM & Distribution, to serve as a subject matter expert within the internal sales team. You will provide professional resolutions to complex customer enquiries across digital, telephone, email, and live chat channels while maximising sales opportunities and championing customer-centric excellence.

You will join a diverse, supportive culture with growth, well-being, and belonging at the core, and play a key role in delivering

Formación

• Minimum 5 years of Grundfos CSSC experience or equivalent in customer service.
• Associate's or bachelor's degree in Customer Services, Engineering or related field.
• Excellent written and spoken English with strong communication and relationship-building skills.

Responsabilidades

• Provide commercial and technical advice on customer enquiries via email, telephone, live chat, and instant messaging, resolving issues within defined SLA targets.
• Create, optimise, and manage CRM tickets (RFI, RFQ, RFO, RFC), professional quotations, and offers tailored to customer requirements.
• Maximise sales opportunities from customer interactions by identifying new business potential and sharing leads with nominated colleagues.
• Manage order progression including entry, changes, cancellations, and supply chain issues in SAP.

Conocimientos

Customer service

SAP CRM

CRM software

English communication

MS Office

Commercial acumen

Educación

Associate's or Bachelor's degree in Customer Services

Engineering or related field

Herramientas

SAP CRM

MS Office

Descripción del empleo

Are you passionate about delivering world-class customer experiences while using your deep product knowledge and commercial expertise to drive real business results? 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 IND CSSC Senior Customer Service Representative, IEM & Distribution, you will be serving as a subject matter expert within our internal sales team, providing professional resolutions to complex customer enquiries across digital, telephone, email, and live chat channels while maximising sales opportunities and championing customer-centric excellence. 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 Services & Solutions Centre (CSSC) team, you'll create impact by Delivering exceptional customer experiences that strengthen relationships, drive revenue growth, and set the standard for world-class service across our IEM & Distribution segments.

Your main responsibilities include:

• Provide commercial and technical advice on customer enquiries via email, telephone, live chat, and instant messaging, resolving issues efficiently within defined SLA targets
• Create, optimise, and manage CRM tickets (RFI, RFQ, RFO, RFC), professional quotations, and offers tailored to customer requirements while tracking them per sales guidelines
• Maximise sales opportunities from every customer interaction by identifying new business potential and sharing leads with nominated colleagues
• Manage order progression including entry, changes, cancellations, and supply chain issues, ensuring fast and accurate order management in SAP
• Maintain customer contact data in SAP CRM and promote digital tools such as Chat, GPC, MyGrundfos, and Extranet to enhance the customer experience
• Act as a subject matter expert on products or processes, promoting and enhancing competence across the Customer Services team

What Makes You a Great Fit

Above all, you are a customer-focused professional with deep Grundfos CSSC experience, strong commercial acumen, and the ability to build trusting relationships while navigating complex enquiries with confidence and accountability.

We would also imagine that you have:

• Minimum 5 years of Grundfos CSSC experience with proven expertise in customer service processes and systems
• Associate's or bachelor's degree in Customer Services, Engineering, or equivalent work experience (1-3+ years)
• Excellent knowledge of Grundfos business structure, products, processes, and key market needs
• Excellent written and spoken English with strong communication and relationship-building skills

It is a plus if you also:

• High proficiency in MS Office applications and SAP CRM
• Experience with digital customer engagement tools and current technology trends
• Demonstrated ability to identify and convert sales opportunities from customer interactions

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.

To get to know us better, follow us on LinkedIn or visit grundfos.com