Are you passionate about delivering world-class customer experiences while using your deep product knowledge and commercial expertise to drive real business results? 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 IND CSSC Senior Customer Service Representative, IEM & Distribution, you will be serving as a subject matter expert within our internal sales team, providing professional resolutions to complex customer enquiries across digital, telephone, email, and live chat channels while maximising sales opportunities and championing customer-centric excellence. 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.
What you will be doing
As a key part of the Customer Services & Solutions Centre (CSSC) team, you'll create impact by Delivering exceptional customer experiences that strengthen relationships, drive revenue growth, and set the standard for world-class service across our IEM & Distribution segments.
Your main responsibilities include:
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Provide commercial and technical advice on customer enquiries via email, telephone, live chat, and instant messaging, resolving issues efficiently within defined SLA targets
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Create, optimise, and manage CRM tickets (RFI, RFQ, RFO, RFC), professional quotations, and offers tailored to customer requirements while tracking them per sales guidelines
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Maximise sales opportunities from every customer interaction by identifying new business potential and sharing leads with nominated colleagues
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Manage order progression including entry, changes, cancellations, and supply chain issues, ensuring fast and accurate order management in SAP
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Maintain customer contact data in SAP CRM and promote digital tools such as Chat, GPC, MyGrundfos, and Extranet to enhance the customer experience
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Act as a subject matter expert on products or processes, promoting and enhancing competence across the Customer Services team
