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Customer Service Representative

2 months ago

Lenexa, United States Grundfos Full time
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 Industry (IND) 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.
  • Handle adjustments to customer orders-ranging from alterations in delivery schedules and shipping conditions to varying quantities and requests for deferment, denial, or cancellation-by collaborating with the External Sales, Finance, and Supply Chain divisions.
  • 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).
  • Supporting 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 advantageous but not essential.
  • Relevant administrative experience, organizational skills & accountability with the Customer.
  • Knowledge of business structure, products and key market needs to create a positive Customer centric experience.
  • In-depth knowledge of customer service software and databases (SAP CRM/SD/MM preferred).
  • Proficiency in MS Office applications.
  • Fundamental pump product and application knowledge is advantageous but not essential.
  • Good communication and networking skills together with the ability to build trusting relationships with both Internal and External Stakeholders.
  • Excellent written and spoken English.
  • 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 employees include:
  • 5 paid holidays; paid time off for volunteering; up to 20 paid vacation days. Vacation hours are accrued on a prorated basis, based on your hire date within the calendar year.
  • Competitive medical, dental, and vision plans; 401(k)-match program.
  • Annual bonuses, parental support, internal well-being consultants and programs, engaging team buildings.
  • Diverse, inclusive environment with employee-led forums offering colleagues a safe place to connect and share openly.
  • Long-term career development with regular dialogue, as well as continuous learning and development opportunities.


If this job sounds interesting, please send your resume and cover letter by clicking "Apply".

To dig deeper into the Grundfos universe, follow us on LinkedIn or YouTube. Check out Meet our people to get to know some of your future colleagues and why they love working at Grundfos.

Grundfos needs and welcomes professional people from all corners and backgrounds by providing equal employment opportunities for all applicants and employees and prohibits discrimination and harassment of any type. Employment decisions at Grundfos are based on business needs, job requirements, and individual qualifications without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. All qualified applicants are encouraged to apply. Learn more about your rights as an applicant and pay transparency. Accommodations are available for applicants with disabilities.

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
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.