Sr CSSC Front Line Representative DBS, Adelaide Oceania, Job Description **Senior CSSC Front Line Representative Domestic Building Service, Onsite, Adelaide, AU** **What is the job about?** The CSSC (Customer Sales & Service Support) role apply a broad and deep knowledge base, technical/business understanding and use independent judgement to offer quality customer service: first level technical support, quotations (the more complex requests are transferred to other team members. The role Contribute to a thriving sales team whilst delivering world class Customer Services through various Customer channels i.e. digital, telephony, E-mail, live chat, instant messaging etc. Provide Customer contact resolution on complex inquiries that the employee within a timely manner (as predefined by Group guidelines) to resolve and decide on the further processing of business transactions based on defined processes. Work as a subject matter expert to promote process and system skills within the Customer Service Team. Support for the Customer Sales Center Representative when demand dictates **Your main responsibilities** + Handle incoming email inquiries and offer solutions to suite customer needs and specifications with high quality; Produce SAP CRM quotations and deliver to customer timely. + Provide instant support/solution to inquiries via 1 office hotline; Ensure agent’s availability on-line aiming for specified performance of telephony; Proficient use of Trio system for daily operation. + Identify sales opportunity from new customer and generate leads to external sales + Operate in CRM as per defined process; reporting any issues to super users for resolution; involvement in functionality improvement. + Handle customer issues when these arise. + Collect product knowledge and share to the team + May handle more complex or escalated order fulfillment tasks related to project sales and customer invoice disputes. + Provide overload support for the Customer Sales Center Representative + Handle more complex order fulfillment tasks related to project sales and customer invoice disputes. + Overall, they apply broad knowledge across the functional area and have a deep knowledge base and technical/business understanding. Commercial tasks: + Provide primary support for escalated inquiries regarding the Order-to-Delivery process and tools. + Promote digital tools towards Customers using templates (GPC, MyGrundfos, Extranet). + Material master data full view creation / Local product material master data creation. Order tasks: + Support the incoming complex orders, whether manual or electronic to ensure fast and accurate order management. + Contact Customers or internal stakeholders to resolve missing order data at the time of order entry into SAP for complex orders to enter an executable order. + Assist customers with order progression & supply chain issues + Proactively work with Finance on credit control to ensure disputes/Invoice queries are actioned and completed. + Proactively use SAP/BW reports to execute SAP housekeeping/daily routines. + Support Customer order changes (lead time, shipping conditions, quantity, postponements, rejection, cancellation) and interaction with External Sales, Finance and the Supply Chain. + Consolidate shipments when necessary for complex project sales. + Manage and coordinate Customer complaints, requests for Customer returns and damaged returns. + Other tasks from manager **Your background** : We imagine that you have: + Diploma or bachelor’s degree in engineering will be beneficial + At least 5 years working experience in technical supporting or quotation related supporting + Fluent in English, both oral and written. Able to communicate technical details with English speaking colleagues. + Basic CRM/SAP knowledge within the related work area + Certain level of engineering knowledge + Proficient with Microsoft Office products **What’s in it for you?** **Whether it’s developing leadership skills or advancing your expertise even further, we’ll support you with continuous learning and development opportunities, to enable discuss and steer your long-term Grundfos career path. You’ll be welcomed from day one into an inclusive, trusting environment** guided bysix core values (https://www.grundfos.com/about-us/our-purpose-and-values) . **In addition, your day-to-day benefits include:** + Ifyou’ll be workingfromyour home office, we’ll make sure you are well equipped with a good workstation. However, you are always welcome to our offices where **you can engage, learn, and have fun with colleagues** + On top of it, flexible working hours and up to 3 days’ additional paid leave for volunteering of your choice + Annual bonuses, health insurance, parental support, internal well-being consultants and programmes + Access to the modern Grundfos Academy to pursue further both personal and professional development + Diverse, inclusive environment with employee-led forums offering colleagues a safe place to connect and share openly **Do you want to learn more?** If you have questions or would like to know more about this position, please contact Recruiter at ffan@grundfos.com If this job sounds appealing, please send your resume and cover letter by clicking “Apply”. To dig deeper into the Grundfos universe, follow us onLinkedIn (http://linkedin.com/company/grundfos) orYoutube (http://youtube.com/user/grundfos) , and to get to know some of your future colleagues and why they enjoy working at Grundfos, check outMeet 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: Adelaide, South Australia, Australia Contract Type: Full-Time Employment Type: Regular