Hybrid Frontline Escalation Lead for CSSC

Grundfos GmbH; Pasig; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Flexible hours

Home working opportunities

Parental support

Annual bonuses

Health insurance

Retirement benefit

Well-being activities

Job summary

Grundfos GmbH is seeking a Lead Frontline Specialist to act as the primary technical and operational escalation point within CSSC Frontline. You will resolve complex inquiries, support process improvements, and coach colleagues across the Order-to-Delivery lifecycle to enhance customer experience.

As part of the Customer Sales & Service Center, you will blend technical expertise with leadership to deliver seamless customer experiences and strengthen team performance.

Qualifications

• Bachelor's Degree or Associate's Degree required.
• 3+ years of relevant work experience preferred.
• Experience driving developed processes within the functional area.
• Ability to lead processes or projects.
• In-depth knowledge of business structure, products and market needs for customer-centric experiences.
• Practical knowledge of Customer Service software, databases, and SAP CRM/SD/MM.

Responsibilities

• Resolve complex and escalated customer inquiries, including project sales order fulfillment and invoice disputes.
• Provide quotations, technical guidance, and order entry support to customers and sales teams.
• Manage customer order changes, including lead times, shipping conditions, quantities, cancellations, and order progression.
• Coordinate with Sales, Finance, and Supply Chain teams to ensure smooth order fulfillment.
• Create and manage tickets (RFIs, RFQs, OEW, CIC Logistics) to track, document, and route inquiries.
• Coach frontline colleagues on products, services, systems, and processes.
• Identify and drive process improvement opportunities that enhance customer experience and operational efficiency.

Skills

Customer service software

Databases

SAP CRM/SD/MM

Leadership

Education

Bachelor's Degree

Associate's Degree

Tools

None

Job description

Grundfos GmbH is seeking a Lead Frontline Specialist to act as the primary technical and operational escalation point within CSSC Frontline. You will resolve complex inquiries, support process improvements, and coach colleagues across the Order-to-Delivery lifecycle to enhance customer experience.

As part of the Customer Sales & Service Center, you will blend technical expertise with leadership to deliver seamless customer experiences and strengthen team performance.