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Industry CSSC Order Management Team Representative

2 weeks ago

Pasig, National Capital Region, Philippines Grundfos Full time $30,000 - $50,000 per year
Your main responsibilities:
  • Provide advice and solutions on customer enquiries relating to pre and post orders via email, telephone, live chat, instant messaging etc.
  • Create and optimise request tickets, for own processing and enquiry transparency via internal operating system.
  • Follow up on pre-defined customer interactions within set SLA.
  • Enter, check, or release incoming orders, whether manual or electronic to ensure fast, accurate order management.
  • Flag inbound electronic orders which are requiring local CSSC teams review using re-defined processes.
  • Convert official quotations to order and ensure accuracy of data input.
  • Contact customers or internal stakeholders to resolve missing order data at the time of entry to ensure accuracy of executable orders.
  • Upload and/or download information from Grundfos operating system to Customer Portals
  • Manage customer order changes (lead time, shipping conditions, quantity, postponements, rejection, cancellation) and interaction with external Sales, finance, and supply chain.
  • Assist customers with order progression and supply chain issues.
  • Record and action requests for customer product returns.
  • Manage Open Orders via regular housekeeping workflows
  • Create, delete, and maintain customer contact data within the operating system.
  • Promote digital tools towards customers using templates (Chat, GPC, MyGrundfos, Extranet, etc).
  • Follow all local guidance in relation to quality, environmental, sustainability, health and safety
  • Identify new business opportunities and share any potential with a nominated colleague(s).
  • Support with ad hoc tasks defined by leadership.
Your background:
  • Associate or bachelor's Degree within Customer Services or engineering or equivalent work experience
  • Minimum 1-3 years relevant professional experience
  • Good knowledge and experience of customer Service, relevant administrative experience, organizational skills & accountability with the customer.
  • Good knowledge of our business structure, processes, products, and key market needs to create a customer centric experience
  • Current with relevant technology and trends and applications
  • Good proficiency in MS Office applications
  • Good communication and networking skills together with the ability to build an effective and trusting relationships with both internal and external stakeholders
  • Good written and spoken English
  • Ability to work shifts, including possible night shift and local public holidays (renumeration adjusted accordingly)
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