Are you passionate about delivering world-class customer service while driving efficient order management in a fast-paced, global environment? Then join us in our mission to pioneer smarter solutions for moving and transforming water, reducing energy consumption, and enhancing quality of life for people.
As our new CSSC Front Line Representative, you will be providing front-line customer support across multiple channels—phone, email, live chat—resolving complex order inquiries and ensuring seamless order-to-delivery experiences for our customers and sales teams. You'll be part of a diverse, supportive and inclusive culture, that celebrates our differences and puts people first by fostering growth, well-being, and a sense of belonging.
This position reports directly to the CSSC Manager and will operate daily out of the Apodaca, Nuevo León facility. Relocation for this position cannot be supported and qualified candidates must have authorization to work in Mexico without support.
What you will be doing
As a key part of the Customer Sales & Service Center (CSSC) team, you'll create impact by Driving customer satisfaction and operational excellence by ensuring accurate, timely order fulfillment and proactive resolution of complex inquiries..
Your main responsibilities include:
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Provide primary support for day-to-day and escalated inquiries across the Order-to-Delivery process, managing complex orders in SAP to ensure fast, accurate order entry and execution
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Assist customers with order progression, supply chain issues, and order changes including lead times, shipping conditions, quantities, and cancellations
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Proactively collaborate with Finance on credit control, invoice disputes, and customer complaints to drive timely resolution
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Leverage SAP/BW reports for daily housekeeping routines, service level adherence analysis, and continuous improvement of customer satisfaction
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Promote and support digital tools (GPC, My Grundfos, Extranet) to enhance the customer experience and drive self-service adoption
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Coordinate shipment consolidation for complex project sales and ensure proper documentation for export orders
