Industry Customer Sales And Support Center OEM Customer Service Senior Representative

GRUNDFOS; Pasig; Hybrid; PHP 540,000 - 720,000; Full time

Benefits offered by this job

Flexible hours

Home working opportunities

Parental support

Annual bonuses

Health insurance

Retirement benefit

Volunteer leave

Structured development programs

Job summary

GRUNDFOS is seeking an Industry OEM Customer Service Senior Representative in the Philippines to support OEM customers across digital, phone, email, and live chat channels. You’ll act as a subject matter expert, delivering timely resolutions and driving excellence in order-to-delivery processes with SAP and CRM systems.

You will build trusted relationships, create professional offers, manage pricing and configurations, and push digital tools adoption to enhance service levels and sales results.

Qualifications

• Associate's or bachelor's degree in a relevant field and 1–3 years of work experience in customer service or sales.
• Excellent communication skills in English and ability to build relationships across channels.
• Proficiency with SAP, CRM systems and pricing tools, plus MS Office.

Responsibilities

• Provide advanced commercial and technical advice across channels, and manage RFIs, RFQs, RFOs and RFC tickets.
• Create offers and quotations using product knowledge, track them per guidelines and pricing tools.
• Enter and verify orders in SAP, handling price configurations and lead times with cross-functional teams.
• Deliver day-to-day and escalated Order-to-Delivery support using SAP, CRM and related systems.
• Resolve quality issues and manage product returns with systematic analysis.
• Identify new business opportunities and promote digital self-service tools to support sales strategy.

Skills

Customer-centric

English communication

Multi-channel service

Education

Associate's or bachelor's degree in Customer Services, Engineering, or equivalent

Tools

SAP

CRM

Pricing tools

MS Office

Job description

Job Description

Are you passionate about delivering world-class customer service while leveraging deep product knowledge and commercial expertise to drive OEM customer success? 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.

Industry OEM Customer Service Senior Representative

As our new Industry OEM Customer Service Senior Representative, you will be actively contributing to an efficient and high-performing internal sales team, serving as a subject matter expert who delivers professional, timely resolutions across digital, telephone, email, and live chat channels for key OEM customers.

What you will be doing

As a key part of the Industry OEM Customer Service team, you'll create impact by building trusted customer relationships and driving operational excellence that directly strengthens our competitive position in the global OEM market.

Your main responsibilities include:

• Provide advanced commercial and technical advice on customer enquiries across multiple channels, creating and resolving RFI, RFQ, RFO, and RFC tickets to optimize response times
• Create professional offers and quotations using advanced product and pricing knowledge, tracking them according to sales guidelines and managing pricing tools within SAP
• Enter, verify, and release incoming orders while resolving order complexities such as price configurations, part numbers, lead time changes, and cancellations in collaboration with Sales, Finance, and Supply Chain
• Deliver primary support for day-to-day and escalated Order-to-Delivery inquiries using SAP, CRM, QIP, and sales approval systems
• Resolve customer complaints and quality issues using systematic analysis, and manage product return requests efficiently
• Identify new business opportunities, promote digital tools adoption (Chat, GPC, MyGrundfos, Extranet), and support sales strategy meetings to enhance team competence and service levels

What makes you a great fit

Above all, you are a customer-centric professional with strong commercial acumen, advanced SAP and order management expertise, and the ability to build trusting relationships while thriving in a fast-paced, multi-channel service environment. We would also imagine that you have an/a:

• Associate's or bachelor's degree in Customer Services, Engineering, or equivalent, with minimum 1-3 years of relevant work experience
• Minimum 3 years of Grundfos Customer Sales & Support Center experience with proven knowledge of business structure, processes, products, and key market needs
• Excellent communication skills in written and spoken English with the ability to build strong relationships with internal and external stakeholders
• High proficiency in MS Office applications and familiarity with SAP, CRM, and pricing tools

It is a plus if you also have:

• Experience promoting and training customers on digital self-service tools
• Background in OEM sales support or industrial pump applications
• Familiarity with master data management and approval workflow processes

Why you will love working here

• A working environment built around your needs, with flexible hours, home working opportunities and parental support.
• Annual bonuses, health insurance, retirement benefit, 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.

Requirements