Senior Cssc

**About our Company**

With over 17 million pumps produced annually and over 19,000 employees in more than 56 countries, Grundfos is today one of the world’s leading manufacturer of pumps and pumping systems. Our products satisfy the markets’ needs for effective, reliable, and highly efficient solutions. We contribute to global sustainability by pioneering water technologies that improve the quality of life for people and care for the planet.

**Why Grundfos?**
- Global values-driven organization
- Great team culture and positive work environment
- Wide range of employee benefits
- Access to extensive internal training with global career development opportunities

**Purpose of the Job**

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

**Key Accountabilities**
- 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.
- 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. (Service Level Agreement)
- 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.
- 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, My Grundfos, 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.
- 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.
- Support with ad hoc tasks defined by leadership.
- Manage and coordinate the work allocation & prioritize across the business using relevant tools.
- Support the management team with strategy deliveries and various sales activities.

**Posting, Reporting, and Work Relations**

**Internal**
- 1Office/CSSC (Customer Sales & Support Center)
- External Sales / Marketing / key account managers
- Supply Chain (Production / Distribution Centers)
- Finance
- Service
- Project Sales

**External**
- Customers
- Suppliers

**Required Minimum Qualifications**
- Associate’s or bachelor’s Degree or equivalent work experience (minimum 3-5 years)
- Product and Application Knowledge - Interpret type keys, identify pumps vs spare parts, kits vs motors, identify where product is built (not essential).
- 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.
- 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

**Competencies**
- W