Senior CSSC Front Line Representative

Grundfos GmbH; Houston (TX); Hybrid; USD 45,000 - 80,000; Full time

Job summary

An established industry player is seeking a Senior Front Line Representative to join their dynamic Customer & Sales Support Center team. This role is pivotal in enhancing customer service excellence and driving innovation within the company. You will collaborate closely with sales and technical teams to streamline customer interactions and improve service processes. The ideal candidate will possess strong communication and organizational skills, along with a solid understanding of SAP systems. This hybrid position offers a unique opportunity to contribute to a leading water technology company while enjoying a supportive work environment that values your growth and ideas.

Benefits

5 paid holidays

Paid time off for volunteering

Up to 20 paid vacation days

Competitive medical, dental, and vision plans

401(k)-match program

Annual bonuses

Parental support

Internal well-being consultants

Engaging team buildings

Qualifications

• 5-10 years of experience in customer service roles.
• Strong knowledge of SAP and customer-centric practices.

Responsibilities

• Deliver high-level customer service and support new communication technologies.
• Manage customer orders and resolve issues with sales and supply chain.

Skills

Customer Service

SAP CRM

Communication Skills

Organizational Skills

Networking Skills

Education

Vocational certificate

Associate’s Degree

Bachelor’s Degree

Tools

SAP

MS Office

Job description

Are you ready to elevate customer service excellence and drive innovation at Grundfos? Join our Customer & Sales Support Center (CSSC) team as a Senior Front Line Representative!

What is the job about?

The Senior CSSC Front Line Representative will be responsible for delivering high-level customer service support, increasing efficiency in customer interactions, and supporting the deployment of new communication technologies within our CSSC team. This role is part of the Group Customer Service & Support team, which excels in setting the foundation for the company's customer service activities. You will work closely with Divisional sales teams, technical support teams, and key Group functions to support the customer service process for various customer channels. The Sr. CSSC Front Line Representative is responsible for identifying areas for improvement, conducting training, and providing practical input to ongoing activities to enhance our customer service process. This role reports to the CSSC Manager, WU.

To be considered for this role, you must reside in the Houston area and be able to operate daily out of the Brookshire, TX facility in a hybrid capacity.

Your main responsibilities:

• Create tickets, e.g. RFI (request for information), RFQ (request for quotation), and OEW (order entry workflow), for own processing or for forwarding to the back office.
• Create processed offers according to the description.
• Track offers according to specifications (e.g. sales guidelines).
• Follow up on Customer interactions within set SLA.
• Provide standard pricing and delivery information.
• Identify business opportunities and handover to external sales.
• Create, delete and maintain Customer contact data in the SAP CRM system.
• Enter the incoming orders, whether manual or electronic, to ensure fast, accurate order management in line with world-class customer service.
• Contact Customers or internal stakeholders to resolve missing order data at the time of entry into SAP to enter an executable order.
• Manage Customer order changes (lead time, shipping conditions, quantity, postponements, rejection, cancellation) and interaction with External Sales, Finance, and the Supply Chain.
• Assist Customers with order progression and supply chain issues.
• Provide order and delivery status to Customers.
• Record Customer complaints and requests for Customer product returns.
• Promote digital tools towards customers using templates (GPC, MyGrundfos, Extranet).
• Support in executing ad hoc tasks in CSSC such as pricing, master data, approval workflow, digital tools.

Your background:

We imagine that you have:

• Vocational certificate, Associate’s or bachelor’s Degree or equivalent work experience (minimum of 5-10 years).
• Previous experience within Customer Services. Relevant administrative experience, organizational skills & accountability with the Customer.
• Knowledge of business structure, products, and key market needs to create a successful Customer centric experience.
• Demonstrate working knowledge of SAP (CRM/SD).
• Familiarity with MS Office applications.
• Fundamental Product and Application Knowledge – Interpret type keys, identify pumps vs spare parts, kits vs motors, identify where product is built (not essential).
• Good communication and networking skills together with the ability to build strong and trusting relationships with both Internal and External Stakeholders.
• Excellent written and spoken English.

Relocation for this position cannot be supported and qualified candidates must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. Sponsorship is not available for applicants for US Work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa).

What’s in it for you?

What are your goals? Here at Grundfos it’s our mission to enable you to develop and fulfill your aspirations, both career and personal. We are guided by our six core values, and you’ll find that your fresh ideas will be welcomed and make a difference in everything from local to large-scale global projects. You’ll encounter colleagues from all over the world both as part of your daily work, supporting and all the while broadening each other’s cultural horizons.

In addition, your day-to-day benefits as a regular, full-time employee include:

• 5 paid holidays; paid time off for volunteering; up to 20 paid vacation days. Vacation hours are accrued on a prorated basis, based on your hire date within the calendar year.
• Competitive medical, dental, and vision plans; 401(k)-match program.
• Annual bonuses, parental support, internal well-being consultants and programs, engaging team buildings.

Do you want to learn more?

If this job sounds interesting, please send your resume and cover letter by clicking “Apply”.

To dig deeper into the Grundfos universe, follow us on LinkedIn or YouTube. Check out Meet our people to get to know some of your future colleagues and why they love working at Grundfos.

Grundfos needs and welcomes professional people from all corners and backgrounds by providing equal employment opportunities for all applicants and employees and prohibits discrimination and harassment of any type. Employment decisions at Grundfos are based on business needs, job requirements, and individual qualifications without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. All qualified applicants are encouraged to apply. Learn more about your rights as an applicant and pay transparency . Accommodations are available for applicants with disabilities.

Workplace: Hybrid (office and home-working)

Job Location: Brookshire, Texas, United States | Houston, Texas, United States | Katy, Texas, United States

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, color, gender identity, national origin, physical or mental disability, ethnicity or religion.

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