Your main responsibilities:

• Assist customer order inquiries via telephone, email, live chat, and instant messaging
• Enter and maintain manual and electronic orders accurately and efficiently.
• Resolve missing information for orders at the time of entry, or liaise with stakeholders to do so.
• Handle customer order changes and assist with supply chain issues while providing up-to-date order and delivery statuses
• Handle order fulfillment tasks.
• Enter the incoming orders, whether manual or electronic to ensure fast, accurate order management in line with world class customer service.
• Provide order and delivery status to Customers.
• Create tickets, e.g., RFI (request for information), RFQ (request for quotation) RFC (request for complain) and RFO (request for order), for own processing or for forwarding to the back office.
• Contact Customers or internal stakeholders to resolve missing order data at the time of entry into SAP to enter an executable order.
• Coordinate 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.
• Commercial advice on Customer inquiries which the employee can resolve within about 20 minutes, by email, telephone, live chat, instant messaging etc.
• Create processed offers according to the description.
• Track offers according to specifications (e.g., sales guidelines).
• Follow up on Customer interactions within Service Level Agreement (SLA).
• 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.
• Promote digital tools towards customers using templates (GPC, My Grundfos, Extranet, etc.).
• Support in conducting ad hoc tasks in CSSC such as pricing, master data, approval workflow, digital tools, etc.

Your Background:

• Diploma or bachelor’s Degree or equivalent work experience.
• Additionally, have a minimum of 1 year of previous experience within Customer Services.
• Familiarity with MS Office & SAP & CRM applications (ideally, it will be the advantage)
• Relevant administrative experience, organizational skills & accountability with the Customer
• Good communication and networking skills together with the ability to build positive and trusting relationships with both Internal and External Stakeholders.
• Fluent in English language