Industry CSSC Order Management Team Specialist Job Description **INDUSTRY CSSC ORDER MANAGEMENT TEAM SPECIALIST** As an Industry CSSC Order Management Team Specialist, you will contribute to an efficient, productive and supportive Industry CSSC Order Management Team, delivering world class customer services through various communication channels such as; digital, telephone, e-mail, live chat, etc. You will provide professional resolutions and advice on enquiries relating to pre and post order management within a timely manner (as predefined by IND targets) based on defined processes. You will also work as a subject matter expert within pre and post order management to promote and enhance competence within the Order Management Team. You will be a dedicated person to handle other specialty processes, providing support to cross region teams. The CSSC Order Management Team will operate directly with end customers **Your main responsibilities:** + Act as our process specialist, liaising with IND global comex in implementing new functionalities and tools within the E2E order to cash process + Accelerate on automation and digital tool continuous improvement + Fixing the basics in Order to Cash process, driving optimization and efficiency + Work with regional sales on open order analysis against the SP performance + Act as 2nd level go to person in problem escalation and more complex order processes. + Assist the OMT Co-Ordinator-Team Leader during absenteeism/ as required for continuation of performance and work demand management + Support and mentor colleagues in relation to best practice pre and post order management workflows + Regular tasks; (Language dependent – electronic translation possible) + Provide advice and solutions on customer enquiries relating to pre and post orders via email, telephone, live chat, instant messaging etc. + Create and optimize request tickets, for own processing and enquiry transparency via internal operating system. + Follow up on pre-defined customer interactions within set SLA. + Enter, check, or release incoming orders, whether manual or electronic to ensure fast, accurate order management. + Flag inbound electronic orders which are requiring local CSSC teams review using pre-defined processes. + Convert official quotations to order and ensure accuracy of data input. + Contact customers or internal stakeholders to resolve missing order data at the time of entry to ensure accuracy of executable orders. + Upload and/or download information from Grundfos operating system to Customer Portals + Manage customer order changes (lead time, shipping conditions, quantity, postponements, rejection, cancellation) and interaction with external Sales, finance, and supply chain. + Assist customers with order progression and supply chain issues. + Record and action requests for customer product returns. + Manage Open Orders via regular housekeeping workflows + Create, delete, and maintain customer contact data within the operating system. + Promote digital tools towards customers using templates (Chat, GPC, MyGrundfos, Extranet, etc). + Follow all local guidance in relation to quality, environmental, sustainability, health and safety. + Identify new business opportunities and share any potential with a nominated colleague(s). + Adhoc tasks: Participate in ad hoc tasks and projects as defined by leadership or your line manager. **Your background** : + Ideally an associate or bachelor’s Degree within Customer Services or engineering or equivalent work experience (minimum 2-4 years) + Good knowledge and proven experience of customer Services, relevant administrative experience, organizational skills & accountability with the customer. + Good knowledge of our business structure, processes, products, and key market needs to create a successful customer centric experience. + Current with relevant technology and trends and applications. + Good 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. + Good written and spoken English. + Ability to speak multiple Languages is an advantage. + Ability to work shifts, including possible night shift and local public holidays (renumeration adjusted accordingly) **Do you want to learn more?** If this job sounds appealing, please send your resume and cover letter by clicking “Apply”. To dig deeper into the Grundfos universe, follow us on LinkedIn (http://linkedin.com/company/grundfos) or Youtube (http://youtube.com/user/grundfos) , and to get to know some of your future colleagues and why they enjoy working at Grundfos, check out Meet our people (https://www.grundfos.com/careers/meet-our-people) **We look forward to hearing from you.** Information at a Glance **Job details** Application deadline: Workplace: Hybrid (office and home-working) Job Location: Pasig City, National Capital Region, Philippines Contract Type: Full-Time Employment Type: Regular