Job Description

Grundfos Canada is seeking a CSSC Front Line Representative to join its Domestic Building Services team. The CSSC Front Line Representative will be responsible for contributing 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 Customer contact resolution on general and potentially complex inquiries within a timely manner (as predefined by Group guidelines) to resolve and decide on the further processing of business transactions based on defined processes. Support Order Entry related support to Customers and sales teams. Support managing and optimizing Customer inquiries to allow for timely completion. This position reports directly to the CSSC Manager and will operate on a hybrid schedule out of our Oakville, Canada facility.
What is the job about?

• 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).
• 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.
• 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.

What do you need to apply?
Qualified candidates will possess a Vocational certificate, Associate’s or bachelor’s Degree or equivalent work experience (minimum of 2-3 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 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.

If you would like to dig deeper into the Grundfos universe, please visit us on linkedin.com/company/grundfos or youtube.com/user/grundfos

We look forward to hearing from you.
About Grundfos
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
If you like the look of this job and know you can bring your skills to contribute to our purpose, please apply. We need and welcome professional people from all corners – however you identify and whatever your background is.