Customer Support Representative

Is customer service your passion? Would you like to work for a great company, in an international, innovative organization, where we produce high-quality solutions and are constantly looking to enhance existing and develop new offerings? Then we have an interesting position in Grundfos for you.

 

What is the job about?

Grundfos USA is seeking an experienced Customer Support Representative (CSSC Front Line Representative) to join its Domestic Building Services (DBS) team. 

 

The CSSC Front Line Representative will contribute to a thriving sales team whilst delivering world class customer services through various Customer channels i.e. telephone, E-mail, live chat, instant messaging etc. Provide first Customer contact resolution on inquiries which can be resolved quickly (as predefined by Group guidelines) and decide on the further processing of business transactions based on defined processes. Provide timely and effective quotations, technical advice, and Order Entry related support to Customers and sales teams.

This position reports directly to the CSSC Supervisor and will operate on a hybrid schedule out of our Lenexa, KS office.

 

Your main responsibilities

As a Front Line Representative, you will:

• Provide commercial and technical advice on Customer inquiries which the employee can resolve within about 20 minutes, by email, telephone, live chat, instant messaging etc.
• 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).
• 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.
• Handle order fulfillment tasks.
• 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, etc.

Your background
We imagine that you have:  

• An Associate’s degree or equivalent from a two-year college or technical school with 1-3 yrs previous customer service experience
• High school diploma or GED with 3-5 years of previous customer service experience
• Experience working in the technical, pump or similar industry is preferred but not essential.
• 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 SAP (CRM/SD).
• Proficiency in MS Office applications.
• 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.
• Ability to communicate in French is an advantage.
• Must work effectively in a team environment.
• Can listen carefully to determine customer needs.

 

Please note that relocation for this position cannot be supported and qualified candidates must have the authorization to work in the USA without support.

 

What’s in it for you?

What are your goals? Here at Grundfos it’s our mission to enable you develop and fulfil 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 includ