Senior CSSC Front Line Representative-IND

Found in: beBee jobs CN - 3 weeks ago

Shanghai, Shanghai, China Grundfos Full time

Are you eager to join a professional CSSC team that collaborate with other departments to exceed customer expectations within the industry division? Then we have an interesting position in Grundfos in Shanghai City, this is your chance to join us as a CSSC Frontline Representative

What is the job about?

Contribute to a thriving sales team whilst delivering world class customer services through various Customer channels i.e. telephone, E-mail, live chat etc.

Provide Customer contact resolution on general and potentially complex inquiries within a timely manner to resolve and decide on the further processing of business transactions based on defined processes.

Support Sales Order Entry (both pumps and spare parts) related support to Customers, partners, and sales teams. Support managing and optimizing Customer inquiries to allow for timely completion.

Your main responsibilities:

  • Provide primary support for both day-to-day and escalated inquiries regarding the Order-to-Delivery process and tool, including pump & parts quotation, sizing, ordering, etc.
  • Create tickets, e.g., RFI (request for information), RFQ request for quotation) and RFO (Request for Order), for own processing or for forwarding to the Back Office. Material master data full view creation / Local product material master data creation.
  • Support the incoming complex orders, whether manual or electronic to ensure fast, accurate order management in line with world class customer service.
  • Contact Customers or internal stakeholders to resolve missing order data at the time of entry into SAP for complex orders to enter an executable order.
  • Assist customers with order progression & supply chain issues. Support Customer order changes and interaction with External Sales, Finance and the Supply Chain.
  • Identify business opportunities and handover to external sales. Ensure customer master data is updated when they've been noticed there's change by informing CMD specialist.
  • Promote digital tools towards customers using templates (GPC, MyGrundfos, Extranet).
  • Record Customer complaints and requests for Customer product returns. and pass to second line for QIP input and return order.

Your background:
We imagine that you have:

  • Bachelor's Degree or equivalent work experience (minimum 3-5 years)
  • In-depth knowledge of Customer Services. Relevant administrative experience, organizational skills & accountability with the Customer.
  • Knowledge of business structure, products and key market needs to create a successful Customer centric experience.
  • In-depth knowledge of customer service software, databases and SAP CRM/SD/MM.
  • Product and Application Knowledge – Interpret type keys, identify pumps vs spare parts, kits vs motors, identify where product is built (not essential).
  • 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.

We look forward to hearing from you.

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