CSSC Front Line Representative

Are you passionate about delivering world-class customer service while driving efficient order management in a fast-paced, global environment? Then join us in our mission to pioneer smarter solutions for moving and transforming water, reducing energy consumption, and enhancing quality of life for people.

As our new CSSC Front Line Representative, you will be providing front-line customer support across multiple channels - phone, email, live chat - resolving complex order inquiries and ensuring 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 Manager and will operate daily out of the Apodaca, Nuevo León 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 Driving customer satisfaction and operational excellence by ensuring accurate, timely order fulfillment and proactive resolution of complex inquiries..

Your main responsibilities include:

Provide primary support for day-to-day and escalated inquiries across the Order-to-Delivery process, managing complex orders in SAP to ensure fast, accurate order entry and execution

Assist customers with order progression, supply chain issues, and order changes including lead times, shipping conditions, quantities, and cancellations

Proactively collaborate with Finance on credit control, invoice disputes, and customer complaints to drive timely resolution

Leverage SAP/BW reports for daily housekeeping routines, service level adherence analysis, and continuous improvement of customer satisfaction

Promote and support digital tools (GPC, My Grundfos, Extranet) to enhance the customer experience and drive self-service adoption

Coordinate shipment consolidation for complex project sales and ensure proper documentation for export orders

What makes you a great fit

Above all, you are a customer-centric professional with strong SAP knowledge, excellent communication skills, and the ability to manage complex order fulfillment tasks while building trusted relationships with internal and external stakeholders.

We would also imagine that you have:

Associate's or bachelor's degree, or equivalent work experience (minimum 3-5 years) in customer service or order management

In-depth knowledge of SAP (CRM/SD/MM) and customer service software and databases

Strong written and spoken English with excellent communication and relationship-building skills

Proficiency in MS Office applications with solid organizational skills and attention to detail

It is a plus if you also:

Product and application knowledge, ability to interpret type keys, identify pumps, spare parts, kits, and motors

Experience with complex project sales, export documentation, or supply chain coordination

Knowledge of business intelligence reporting tools (e.g., SAP BW) for service level analysis

Why you will love working here

We care! 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 in your community.

Access to on-demand training and learning sessions and carefully structured programmes to pursue personal and professional development opportunities.

We are inclusive! Celebrating and valuing our differences helps us see possibilities where others can't. We therefore welcome and encourage applications from all abilities, experiences, and backgrounds.

Are you ready to unlock possibilities at Grundfos? Apply today!

To get to know us better, follow us on LinkedIn or visit grundfos.com