Frontline Representative

2 weeks ago

Adelaide CBD, Australia Grundfos Full time

**About the Role**

Contribute to a thriving sales team whilst delivering world class customer services through various Customer channels via telephone, E-mail, live chat, instant messaging and others. 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

**Key Accountabilities and Responsibilities**:

- 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.
- Follow up on Customer interactions within set SLA (Service Level Agreement).
- 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.
- Manage Customer order changes (lead time, shipping conditions, quantity, postponements, rejection, cancellation) and interaction with External Sales, Finance and the Supply Chain.
- 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).
- Support in executing ad hoc tasks in CSSC such as pricing, master data, approval workflow, digital tools, etc.

**Required Minimum Qualifications**:

- Vocational certificate, Associate’s or bachelor’s Degree or equivalent work experience (minimum of 2-3 years)
- 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 successful Customer centric experience.
- Demonstrate working knowledge SAP (CRM/SD).
- 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.
- Excellent written and spoken English
- Competencies:

- Working with People
- Delivering Results and Meeting Customer Expectations
- Following Instructions and Procedures
- Planning and organizing
- Analyzing
- Adopting and responding to change

**We look forward to hearing from you.**

**Salary**: From $58,700.00 per year

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Adelaide CBD SA: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Inbound call centre: 2 years (preferred)
- Outbound call centre: 1 year (preferred)
- Customer Service: 2 years (required)

Work Authorisation:

- Australia (required)

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