CSSC Front Line Representative

September 25, 2024

Grundfos Holding A/S

İzmit

OTHER

Application deadline:

Workplace: Hybrid Position

Job Location: Kocaeli, Kocaeli, Turkey

Contract Type: Full-Time

Employment Type: Regular

Are you excited about technical matters and enjoy having close contact with customers? Are you eager to join a professional sales team that collaborates with other departments to exceed customer expectations?

The Frontline Representative will ccontribute 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 resolve rather shortly (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

What is the job about?

Triage incoming enquiries within the defined Enquiry Channels
Identify & Confirm Account via CRM system for historical transparency
Create, delete and maintain Customer contact data in the SAP CRM system based on contact details of the inbound enquiry
Create Interaction Records and Categorize
Through a line of questions quickly identify the customer needs, gather required information and formalize the request within the CRM system
Create tickets, e.g. RFI (request for information), RFQ request for quotation) to undertake associated workflows to completion for the customer
Create ticket RFO (Request entry workflow) if received via the sales enquiry channel in error and allocate to the Frontline Specialist (Middle Office).
Commercial and technical advice on Customer inquiries which the employee can resolve within about 20 minutes, by email, telephone, live chat, instant messaging etc.
Manage simple spare part enquiries for product detailed within the Grundfos Product Centre
Create CIC Service Requests to seek support on selection, material creation etc to the CSU/Logistics
Follow up Quotations/offers according to specifications (e.g. sales guidelines).
Ensure all Customer interactions received are completed within the SLA Guidelines, or End Dates managed accordingly
Provide standard pricing and delivery information.
Identify business opportunities and handover to external sales.
Provide order and delivery status to Customers if quickly identified to support the Middle Office.
Record Customer complaints and requests for Customer product returns and forward to Middle Office to finalize as per local workflow.
Promote digital tools towards customers using templates (GPC, My Grundfos, Extranet).
Support in executing ad hoc tasks in CSSC such as pricing, master data, approval workflow, digital tools, etc.

Your Background

Bachelor’s Degree with minimum of 0-3 years’ work experience in customer support
Relevant administrative experience, organizational skills & accountability with the Customer.
Fluent in English, both oral and written. Able to communicate technical details with English speaking colleagues
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.

Do you want to learn more?

This position is based out of Gebze . If this sounds appealing to you, please upload your CV/resume and cover letter today via our Careers portal.

We look forward to hearing from you.

If you want to dig deeper into the Grundfos universe, please visit us on Linked In or Youtube and to get to know some of your future colleagues and why they appreciate working at Grundfos, check out Meet our people

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

We regret to inform you that this job opportunity is no longer available