CSSC Front Line Representative

Grundfos GmbH; Mexico; On-site; PHP 1,275,000 - 1,912,000; Full time

Benefits offered by this job

Flexible hours

Home working opportunities

Annual bonuses

Health insurance

Volunteer leave

Job summary

Grundfos is seeking a CSSC Front Line Representative to deliver frontline customer support across channels and ensure accurate order fulfillment within SAP. You will assist with order progression, coordinate with finance on disputes, and drive proactive resolutions in a fast-paced global setting.

The role reports to the CSSC Manager and is based in a hybrid workplace, requiring flexible collaboration with sales teams and customers worldwide.

Qualifications

• Associate's or bachelor's degree or equivalent work experience 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.

Responsibilities

• Provide primary support for day-to-day and escalated inquiries across the Order-to-Delivery process, managing complex orders in SAP.
• Assist customers with order progression, supply chain issues, and order changes including lead times, shipping conditions, quantities, and cancellations.
• Collaborate with Finance on credit control, invoice disputes, and customer complaints to drive timely resolution.
• Leverage SAP/BW reports for daily 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.

Skills

Customer-focused

Communication skills

English proficiency

Problem solving

Education

Associate's or bachelor's degree in related field or equivalent

Tools

SAP (CRM/SD/MM)

MS Office

SAP BW

Job description

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..

Your main responsibilities include:

• 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.

Are you ready to unlock possibilities at Grundfos?

Workplace: Hybrid (office and home-working)

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.

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