Lead CSSC Front Line Representative

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

As our newLead Frontline Specialist, you will be the primary technical and operational escalation point within the CSSC Frontline team. You will resolve complex customer inquiries, support process improvements, and coach colleagues to enhance the customer experience across the Order-to-Delivery lifecycle.

What You Will Be Doing

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

Key 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.

What Makes You a Great Fit

• Bachelor's Degree, Associate's Degree
• Most likely to have minimum of 3+ years of relevant work experience
• Experience driving developed processes within the functional area.
• Ability to lead processes or projects.
• In-depth knowledge of business structure, products, and key market needs to create a successful Customer centric experience.
• Demonstrate practical working knowledge of Customer Service software, databases, and SAP CRM/SD/MM.

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.

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

Workplace: Hybrid (office and home-working)

Job Location: Pasig City, National Capital Region, Philippines

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.