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CSSC Front Line Representative Domestic Building Service

4 months ago

Melbourne, Victoria, Australia Grundfos Full time

CSSC Front Line Representative Domestic Building Service

Application deadline:

Workplace: Hybrid Position

Job Location (Short): Melbourne, Victoria, Australia

Contract Type: Full-Time

Employment Type: Regular

CSSC (Customer Sales & Service Center) Front Line Representative Domestic Building Service, Hybrid, Melbourne, AU

What is the job about?

The CSSC (Customer Sales & Service Support) role Contribute to a thriving sales team whilst delivering world class Customer Services through various Customer channels i.e. digital, telephony, E-mail, live chat, instant messaging etc. Provide Customer contact resolution on complex inquiries that the employee within a timely manner (as predefined by Group guidelines) to resolve and decide on the further processing of business transactions based on defined processes. Work as a subject matter expert to promote process and system skills within the Customer Service Team. Support for the Customer Sales Center Representative when demand dictates

Your main responsibilities

  • May handle more complex or escalated order fulfillment tasks related to project sales and customer invoice disputes.
  • Provide overload support for the Customer Sales Center Representative
  • Handle more complex order fulfillment tasks related to project sales and customer invoice disputes.
  • Overall, they apply broad knowledge across the functional area and have a deep knowledge base and technical/business understanding.

Commercial tasks:

  • Provide primary support for escalated inquiries regarding the Order-to-Delivery process and tools.
  • Promote digital tools towards Customers using templates (GPC, MyGrundfos, Extranet).
  • Material master data full view creation / Local product material master data creation.

Order tasks:

  • Support the incoming complex orders, whether manual or electronic to ensure fast and accurate order management.
  • Contact Customers or internal stakeholders to resolve missing order data at the time of order 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.
  • Proactively use SAP/BW reports to execute SAP housekeeping/daily routines.
  • Support Customer order changes (lead time, shipping conditions, quantity, postponements, rejection, cancellation) and interaction with External Sales, Finance and the Supply Chain.
  • Consolidate shipments when necessary for complex project sales.

Manage and coordinate Customer complaints, requests for Customer returns and damaged returns.

Your background :

We imagine that you have:

  • Associate's or bachelor's Degree or equivalent work experience (1-3 years)
  • 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 good Customer centric experience.
  • Subject matter expert within Customer Service software, databases and SAP CRM/SD/MM.
  • Current with relevant technology and trends and applications.
  • Proficiency in MS Office applications.
  • Good communication and networking skills together with the ability to build positive and trusting relationships with both Internal and External Stakeholders.
  • Excellent written and spoken English

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 enable discuss and steer your long-term Grundfos career path. You'll be welcomed from day one into an inclusive, trusting environment guided bysix core values ) .

In addition, your day-to-day benefits include:

  • Ifyou'll be workingfromyour home office, we'll make sure you are well equipped with a good 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 and up to 3 days' additional paid leave for volunteering of your choice
  • Annual bonuses, health insurance, parental support, internal well-being consultants and programmes
  • 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

Do you want to learn more?

If you have questions or would like to know more about this position, please contact Recruiter at

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

To dig deeper into the Grundfos universe, follow us onLinkedIn ) orYoutube ) , and to get to know some of your future colleagues and why they enjoy working at Grundfos, check outMeet our people )

We look forward to hearing from you.

About Grundfos

Grundfos is one of the world's leading water technology companies with more than 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

If you like the look of this job and know you can bring your skills to contribute to our purpose, please apply. We need and welcome professional people from all corners – however you identify and whatever your background is.