Industry Customer Sales & Support Center Oem Customer Service Senior Representative

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

Job summary

Grundfos in the Philippines is seeking an Industry OEM Customer Service Senior Representative to support key OEM customers across SAP, CRM, and pricing tools. You will handle advanced inquiries, build professional offers, and manage orders from inquiry to delivery in a fast-paced, multi-channel environment.

Your role emphasizes strong English communication, a customer-first mindset, and collaboration with Sales, Finance, and Supply Chain to improve service levels and identify new business

Qualifications

• 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 knowledge of business structure, processes, products, and market needs
• Excellent communication in English, written and spoken
• High proficiency in MS Office; familiarity with SAP, CRM, pricing tools

Responsibilities

• Provide advanced commercial and technical advice on customer enquiries across multiple channels and manage tickets (RFI/RFQ/RFO/RFC) to optimize response times
• Create professional offers and quotations using product and pricing knowledge and track them in SAP
• Enter, verify, and release incoming orders, resolving price configurations, part numbers, lead times, and cancellations with Sales, Finance, and Supply Chain
• Deliver support for Order-to-Delivery inquiries using SAP, CRM, QIP, and sales approval systems
• Resolve customer complaints and quality issues using systematic analysis and manage product returns efficiently
• Identify new business opportunities and promote digital self-service tools, supporting sales strategy meetings

Skills

Customer service

Multi-channel support

English communication

Education

Associate's or bachelor's degree in appropriate field

Minimum 1-3 years relevant work experience

Tools

SAP

CRM

Pricing tools

Job description

Company: Grundfos | Job Type: Full Time | Philippines

Industry Customer Sales & Support Center OEM Customer Service Senior Representative

Job Description - Industry Customer Sales & Support Center OEM Customer Service Senior Representative

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.

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

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, 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.