Lead Customer Service Representative

1 month 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 is seeking an experienced Lead Customer Support Representative (Lead CSSC Front Line Representative) to join its Industry (IND) team.

The Lead 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 proactive Order Management support for all US/Canada Industry customers and timely Order Entry related support to Customers and sales teams.

This position reports to the CSSC Manager and will operate on a hybrid schedule out of our Lenexa, KS office.

Your main responsibilities

As a Lead CSSC Front Line Representative, you will:
  • Apply advanced and specialized knowledge of technical and operational practices to provide Proactive Order Management and decide on the further processing of business transactions based on defined processes.
  • Handle escalated and more complex order fulfillment tasks related to project sales and customer invoice disputes.
  • Provide primary and/or secondary support for escalated inquiries regarding the Order-to-Delivery process and tools.
  • Oversee Customer order changes (lead time, shipping conditions, quantity, postponements, rejection, cancellation) and interaction with External Sales, Finance and the Supply Chain.
  • Handling financial disputes.
  • Handling customer complaints.
  • Entering of Free of Charge replacement orders
  • Provide solutions and resolution to customer complaints regarding invoicing and shipping.
  • Communicating with factories to expedite orders.
  • Improve customer service processes and procedures aligned to Grundfos Group best practice.
Provide training for Front Line Representatives.

Your background

We imagine that you have:
  • A Vocational certificate, Associate's degree or equivalent from a two-year college or technical school with 2-3 years previous customer service experience.
  • High school diploma or GED with 5 years of previous customer service experience.
  • 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 good Customer centric experience.
  • Demonstrate working knowledge in SAP (CRM/SD) or a similar system.
  • Familiarity with MS Office applications.
  • Good communication and networking skills together with the ability to build good and trusting relationships with both Internal and External Stakeholders.
  • Excellent written and spoken English.
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?

Whether it's developing leadership skills or advancing your expertise even further, we'll support you with continuous learning and development opportunities, to help discuss and steer your long-term Grundfos career path. You'll be welcomed from day one into an inclusive, trusting environment guided by six core values

In addition, your day-to-day benefits include:
  • If you'll be working from your home office, we'll make sure you are well equipped with a workstation. However, you are always welcome to our offices where you can engage, learn, and have fun with colleagues.
  • On top of it, flexible working hours; 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 insurance rates through medical, dental, and vision plans; and a 401(k)-match program.
  • Annual bonuses, parental support, internal well-being consultants and programs.
  • Access to the modern Grundfos Academy to pursue further both personal and professional development.
  • Diverse, inclusive environment with employee-led forums offering colleagues a safe place to connect and share openly.


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.

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