Senior CSSC Front Line Representative, Industry Division- Oceania

2 weeks ago

Melbourne, Victoria, Australia Grundfos Full time $60,000 - $90,000 per year
Your main responsibilities:
  • Deliver excellent customer service across phone, email, chat, and digital platform.
  • Provide technical support on product sizing, applications, pricing, and installation.
  • Respond to inquiries and quotations, standard and complex, assess customer needs, and recommend solutions.
  • Manage and resolve technical issues through case handling and follow-ups.
  • Maintain accurate customer records using CRM and internal systems.
  • Register customer interactions and sales opportunities in the global CRM tool.
  • Ensure customer master data is current and accurate. Support order processing and resolve issues in the Order-to-Delivery cycle.
  • Handle complex and manual orders to ensure timely and accurate fulfillment.
  • Use SAP/BW reports for daily routines and performance tracking.
  • Promote digital tools (e.g., MyGrundfos, Extranet) to customers.
  • Coordinate consolidated shipments for project sales.
  • Create and manage material master data. Analyze service data to ensure SLA compliance.
  • Prioritize tasks to maintain service quality and efficiency.
  • Support escalated cases and complex order fulfillment.
  • Provide 2nd-line support and assist with workload coordination.
  • Contribute to sales strategies and support management initiatives.
Your background:
  • Bachelor's Degree or equivalent work experience (minimum of 3 years)
  • At least 7 years of relative experience.
  • Product and Application Knowledge - Interpret type keys, identify pumps vs spare parts, kits vs motors, identify where product is built (not essential).
  • 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 successful Customer Centric experience.
  • In-depth knowledge of 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 strong and trusting relationships with both Internal and External Stakeholders.
  • Excellent written and spoken English
What's in it for you?
  • Development opportunities in an international environment
  • People- and value-focused organization culture
  • Social, team and sport events
  • Training opportunities
StartJob details

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