Job Description

Are you passionate about delivering world-class customer service while solving complex order challenges in a dynamic, fast-paced environment? Then join our mission to pioneer smarter water solutions that reduce energy use and improve lives.

As our new Senior CSSC Front Line Representative, you'll be providing expert-level customer support and order management across multiple channels that ensures seamless order-to-delivery experiences for our customers and sales teams. You'll be part of a diverse, supportive and inclusive culture, that celebrates our differences and puts people first by fostering growth, well-being, and a sense of belonging.

This position reports directly to the CSSC Supervisor and will operate daily out of the Apodaca, N.L., facility. Relocation for this position cannot be supported and qualified candidates must have authorization to work in Mexico without support.

What you will be doing

As a key part of the Customer Sales & Service Center (CSSC) team, you'll create impact by resolving complex customer inquiries and optimizing order fulfillment processes that drive customer satisfaction and business profitability.

Your main responsibilities include:

• Provide primary support for day-to-day and escalated inquiries across the Order-to-Delivery process, handling complex orders to ensure fast, accurate order management
• Assist customers with order progression, supply chain issues, and order changes including lead times, shipping conditions, cancellations, and consolidation for project sales
• Proactively collaborate with Finance on credit control, invoice disputes, and use SAP/BW reports to execute daily routines and maintain service level agreements
• Promote digital tools (GPC, MyGrundfos, Extranet) to customers and manage material master data creation
• Record customer complaints, coordinate product returns, and provide 2nd line support to resolve incoming inquiries across the business
• Plan and prioritize work tasks to maintain service delivery standards while supporting the management team with strategy deliveries and sales activities

What makes you a great fit

Above all, you're a customer-focused professional with deep knowledge of order management, SAP systems, and the ability to navigate complex inquiries while building strong relationships with internal and external stakeholders. We'd also imagine that you are/have:

• Associate's or bachelor's degree, or equivalent work experience with 3-5 years in customer service or order management
• In-depth knowledge of SAP (CRM/SD/MM) and customer service software and databases
• Strong communication and relationship-building skills with excellent written and spoken English
• Proficiency in MS Office applications with strong organizational skills and accountability

It's a plus if you also:

• Product and application knowledge including ability to interpret type keys and identify pump products, spare parts, and kits
• Experience with export sales documentation and complex project order fulfillment
• Knowledge of business structure, key market needs, and digital customer engagement tools

Why you'll love working here

Day to day, you can look forward to:

• A working environment built around your needs, with flexible hours, home working opportunities and parental support.
• Annual bonuses, health insurance and a strong focus on well-being activities.
• Three days' additional paid leave for volunteering.
• On-demand training and structured development programmes to support your growth.

Valuing our differences helps us see possibilities where others can't. We therefore welcome and encourage applications from all abilities, experiences, and backgrounds. As part of our commitment to a safe and compliant hiring process, final candidates may be required to undergo a background check, subject to applicable local laws and regulations.

Join Grundfos, apply today!