CSSC Front Line Representative

Title: CSSC Front Line Representative

Location:

Workplace:  Hybrid (office and home-working)

Job Location:  Brookshire, Texas, United States | Houston, Texas, United States | Katy, Texas, United States

Contract Type:  Full-Time

Employment Type:  Regular

Job Description:

The CSSC (Customer Sales & Support Center) Front Line Representative supports the team in providing innovative solutions to meet or exceed customer expectations for our Commercial Buildings Services (CBS) performance unit. This role is responsible for establishing a working relationship with our customers by communicating via CRM support email, telephone, live chat, Teams and Outlook. The ideal candidate will display a strong sense of warmth and optimism, caring empathy, work ethic, self-awareness, and integrity. They must also have a technical aptitude and be self-motivated, possess a curious intelligence, strong sense of urgency, and ownership.

This role reports to the CSSC Front Line Manager and operates out of our Brookshire, TX office on a hybrid basis.

Please note that relocation for this position cannot be supported and qualified candidates must have the authorization to work in the USA without support.

 

Your main responsibilities:

• Provide primary support for inquiries from internal and external customers for Grundfos extranet, SAP, Grundfos Product Center and other order support tools.
• Primary contact to provide solutions for customer needs.
• Responsible for contact with customers who have submitted requests or have a sales order at risk of being late.
• Handling emails, chats and phone calls from customers.
• Process complex orders to completion.
• Handle and resolve escalated customer order complaints.
• Responsible for resolving customer billing disputes (RMA, Credits etc.)
• Responsible for department recording and collection of customer interaction details, comments, and complaints in the CRM system.
• Interacts with other functional departments when needed, including operations and logistics, to meet customer expectations.
• Provides primary support to data entry, and customer service representative’s team members which includes training, reports, problem solving, and other daily needs.
• Provides subject matter expert level support related to order management to all areas within Grundfos.

 

Your background

We imagine that you have:

• Associate degree or three to five years related customer service experience.
• Previous customer service experience in the pump industry or a similar field preferred, but not mandatory.
• Ability to communicate formally and informally in written and oral formats to the level and experience of the audience.
• Willingness to share information, advice, and suggestions to help others to be more successful.
• Employ business writing skills, including accuracy in spelling, punctuation, and grammar.
• Proven experience to anticipate customer’s future needs.
• Able to develop and maintain strong relationships with customers.
• Preferred knowledge of SAP (S/4 Hana) SD Module, Order-to-Cash, CRM and Lotus notes or similar applications.
• The ability to operate out of the Brookshire, Texas facility in a hybrid function.

 

Relocation for this position cannot be supported and qualified candidates must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. Sponsorship is not available for applicants for US Work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa).

The annual pay for this position ranges from $51,000-$76,000   Actual pay will depend upon skill set, experience, and location. Grundfos salary rates are benchmarked and reflect the target for new hire salaries for the position in Brookshire, Texas region.

 

What’s in it for you? 

What are your goals? Here at Grundfos it’s our mission to enable you develop and fulfil your aspirations, both career and personal. We are guided by our six core values, and you’ll find that your fresh ideas will be welcomed and make a difference in everything from local to large-scale global projects. You’ll encounter colleagues from all over the world both as part of your daily work, supporting and all the while broadening each other’s cultural horizons.

 

In addition, your day-to-day benefits as regular, full-time employees include:

• 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, dental, and vision plans; 401(k)-match program.
• Annual bonuses, parental support, internal well-being consultants and programs, engaging team buildings.
• Diverse, inclusive environment with employee-led forums offering colleagues a safe place to connect and share openly.
• Long-term career development with regular dialogue, as well as continuous learning and development opportunities.

 

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. Accommodation is available for applicants with disabilities.