Senior CSSC Front Line Representative

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

Benefits offered by this job

Flexible hours

Parental support

Annual bonuses

Health insurance

Volunteer leave

Job summary

Grundfos is seeking a Senior CSSC Frontline Representative to serve as a senior frontline expert in our Customer Sales & Service Center, handling complex inquiries, driving order management excellence, and mentoring teammates to raise service quality.

You will work with sales, logistics and product teams to resolve issues, identify upsell opportunities, and deliver seamless, accurate customer experiences that strengthen relationships.

Qualifications

• 3+ years in customer service, inside sales, or order management in B2B/industrial settings.
• Strong proficiency with ERP/CRM systems (SAP, Salesforce) and MS Office.
• Excellent verbal and written communication with a solution mindset.
• Ability to manage multiple priorities and handle complex customer cases independently

Responsibilities

• Handle complex customer inquiries related to orders, pricing, product availability, and technical specifications with speed and accuracy.
• Process and manage sales orders end-to-end, ensuring timely delivery and proactive communication on order status.
• Serve as an escalation point for frontline colleagues, providing guidance on challenging customer situations and process questions.
• Collaborate with sales, logistics, and product teams to resolve cross-functional issues and improve the customer journey.
• Identify upselling and cross-selling opportunities during customer interactions to drive revenue growth.
• Contribute to continuous improvement initiatives by sharing insights from customer feedback and frontline experience.

Skills

Customer service

Order management

B2B experience

ERP/CRM

Communication skills

Coaching

Tools

SAP

Salesforce

Job description

Are you passionate about delivering exceptional customer experiences and being the trusted first point of contact for complex technical and commercial inquiries? 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 Senior CSSC Frontline Representative, you will be serving as a senior frontline expert in our Customer Sales & Service Center, handling complex customer inquiries, driving order management excellence, and mentoring team members to elevate service quality across the organization. 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.

What you will be doing

As a key part of the Customer Sales & Service Center (CSSC) team, you'll create impact by Delivering seamless customer experiences that strengthen relationships, accelerate sales, and reinforce Grundfos as a trusted partner in water technology solutions..

Your main responsibilities include:

• Handle complex customer inquiries related to orders, pricing, product availability, and technical specifications with speed and accuracy.
• Process and manage sales orders end-to-end, ensuring timely delivery and proactive communication on order status.
• Serve as an escalation point for frontline colleagues, providing guidance on challenging customer situations and process questions.
• Collaborate with sales, logistics, and product teams to resolve cross-functional issues and improve the customer journey.
• Identify upselling and cross-selling opportunities during customer interactions to drive revenue growth.
• Contribute to continuous improvement initiatives by sharing insights from customer feedback and frontline experience.

What makes you a great fit

Above all, you are a customer-focused professional with strong commercial acumen, excellent communication skills, and the ability to thrive in a fast-paced service environment while coaching others toward higher performance. We would also imagine that you have:

• 3+ years of experience in customer service, inside sales, or order management role, preferably in a B2B or technical/industrial environment.
• Strong proficiency with ERP/CRM systems (e.g., SAP, Salesforce) and Microsoft Office tools.
• Excellent verbal and written communication skills with a solution-oriented mindset.
• Demonstrated ability to manage multiple priorities and handle complex customer cases independently

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 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.

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.