senior front line representative, commercial building ServicesGrundfos

Are you ready for a new challenge?
Be part of the growing Customer Sales and Support Center team in the Philippines and work with one of our divisions under Commercial Building Services team.
We are looking for someone with a "can-do" attitude and strong customer service approach and 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 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 to join our Grundfos family in our Ortigas, Pasig City office.
Reporting directly to the Customer Sales Support Centre Manager under the Commercial Building Services (CBS) department based in Singapore.
Why Grundfos?
Global values-driven organisation
Great team culture and positive work environment
Non-commission-based role rewarding staff via an annual bonus for overall performance
Access to extensive internal training with global career development opportunities
Key Activities
Provide primary support for both day-to-day and escalated inquiries regarding the Order-to-Delivery process and tools
Support the incoming complex 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 for complex orders to enter an executable order
Assist customers with order progression & supply chain issues
Proactively work with Finance on credit control to ensure disputes/Invoice queries are actioned and completed
Proactively use SAP/BW reports to execute SAP housekeeping/daily routines, customer satisfaction and our profitability
Support Customer order changes (lead time, shipping conditions, quantity, postponements, rejection, cancellation) and interaction with External Sales, Finance and the Supply Chain.
Promote digital tools towards customers using templates (GPC, MyGrundfos, Extranet).
Consolidate shipments when necessary for complex project sales
Ensure extra documentation when handling export sales
Record Customer complaints and requests for Customer product returns
Material master data full view creation / Local product material master data creation
Analyze statistic data to determine adherence to agreed Service Level Agreements
Plan, prioritize work tasks to ensure service delivery is not comprised
Overall, they apply broad knowledge across the functional area and have a deep knowledge base and technical/business understanding
May handle more complex or escalated order fulfillment tasks related to project sales and customer invoice disputes. May also provide overload support for the Customer Sales Center Representatives
Other duties assigned may include:
Order-related tasks provided by leadership
Provide 2nd line support to resolve incoming inquiries
Manage and coordinate the work allocation & prioritize across the business using relevant tools
Support the management team with strategy deliveries and various sales activities
Essential Knowledge, Skills, and Experience
Associate's or bachelor's Degree or equivalent work experience (minimum 3-5 years)
In-depth knowledge of 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
In-depth knowledge of customer service software, databases and SAP CRM/SD/MM.
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 work from home should COVID restrictions require it
More Information
If this sounds like you, please click the apply button to progress with your application.
We look forward to hearing from you.
If you want to dig deeper into the Grundfos universe, please visit our Grundfos YouTube Channel here: or on Facebook:
Grundfos is an Equal Opportunity Employer.
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.
Grundfos

Pasig City, Metro Manila
Permanent
Full-time