Senior CSSC Front Line Representative

About the role

Grundfos is looking for a Senior CSSC Front Line Representative to join its Customer Sales & Support Centre (CSSC) team. You will deliver high-quality technical customer support by phone, handling front-line enquiries with technical expertise and commercial awareness so that every customer gets fast, accurate and professional support.

Key responsibilities

• Handle high volumes of incoming calls within SLA targets, quickly identify customer needs and formalise requests in SAP CRM One Office
• Manage sales enquiries including discounts, offers, pricing conditions, credit limits and questions about spare parts and product selection
• Assess call complexity and either resolve immediately, create RFQs for follow-up or assign complex requests to the Back Office
• Document interactions accurately in the CRM, create complaint records when needed, and handle end-user referrals and enquiries
• Identify opportunities for external sales and support customers through every stage of their buying process
• Develop skills in conflict resolution and complaint handling, and contribute to performance improvement within the CSSC department

Required profile

• Technically knowledgeable customer service professional with an engineering background
• Strong communication skills and the ability to stay calm and accurate in high-pressure, high-volume phone environments
• Proven experience handling high volumes of phone enquiries professionally and friendily
• Demonstrated ability to manage difficult customers and resolve conflicts

Required skills

• Solid understanding of pump operating principles, spare parts and rotational mechanisms
• Strong data entry skills
• Plus: experience with CRM and SAP systems (training provided), B2B customer relationship building, and commercial or sales support roles in engineering or industry

What we offer

• Flexible hours, home working opportunities and parental support
• Annual bonuses, health insurance and well-being activities
• Three extra days of paid leave for volunteering
• On-demand training and structured development programmes