Lead Customer Support Specialist

2 weeks ago


Lenexa, Kansas, United States Grundfos Full time
Are you passionate about delivering exceptional customer service?

Join a dynamic and innovative organization where we strive to provide top-notch solutions and continuously improve our offerings. We have an exciting opportunity for you at Grundfos.

Position Overview

Grundfos USA is on the lookout for a seasoned Customer Support Specialist to become a vital part of our Industry team.

The Customer Support Specialist will play a crucial role in enhancing our sales efforts while ensuring outstanding customer service through various communication channels, including phone, email, live chat, and instant messaging. You will be responsible for resolving customer inquiries promptly and determining the next steps for business transactions based on established protocols. Additionally, you will provide timely quotations, technical guidance, and order entry support to both customers and sales teams.

Key Responsibilities

As a Customer Support Specialist, your duties will include:
  • Offering commercial and technical insights on customer inquiries that can be addressed within approximately 20 minutes through various communication methods.
  • Creating and managing tickets for requests for information, quotations, and order entry workflows.
  • Generating processed offers in accordance with specifications.
  • Monitoring offers based on sales guidelines.
  • Providing standard pricing and delivery information to customers.
  • Identifying potential business opportunities and referring them to external sales teams.
  • Maintaining customer contact information in the SAP CRM system.
  • Entering incoming orders accurately to ensure efficient order management.
  • Collaborating with customers and internal teams to resolve any missing order data.
  • Managing changes to customer orders and coordinating with various departments.
  • Assisting customers with order tracking and supply chain inquiries.
  • Handling order fulfillment tasks and providing delivery status updates.
  • Documenting customer complaints and processing product return requests.
  • Promoting digital tools to customers using established templates.
  • Supporting various ad hoc tasks within the customer support center.
Candidate Profile
We are looking for individuals who possess:
  • An Associate's degree or equivalent from a two-year college or technical school, along with 3+ years of customer service experience.
  • A high school diploma or GED with 5+ years of customer service experience.
  • Experience in the technical or pump industry is preferred but not mandatory.
  • Strong organizational skills and a commitment to customer satisfaction.
  • Experience in order management processes.
  • Knowledge of business structures, products, and market needs to foster a customer-centric experience.
  • Proficiency in customer service software and databases, preferably SAP CRM/SD/MM.
  • Strong skills in MS Office applications.
  • Good communication and networking abilities to build strong relationships with stakeholders.
  • Excellent command of written and spoken English.
  • A collaborative mindset and the ability to listen attentively to customer needs.
What We Offer

At Grundfos, we are committed to helping you achieve your career and personal goals. Our core values guide us, and we welcome your innovative ideas that can make a difference in our projects. You will have the opportunity to work with colleagues from diverse backgrounds, enriching your cultural perspectives.

As a full-time employee, you will enjoy a range of benefits, including:
  • Paid holidays and vacation days, with additional time off for volunteering.
  • Comprehensive medical, dental, and vision plans, along with a 401(k) matching program.
  • Annual bonuses, parental support, and access to well-being programs.
  • A diverse and inclusive work environment with employee-led forums.
  • Opportunities for long-term career development and continuous learning.
We look forward to welcoming talented individuals who share our commitment to excellence.

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