Front Line Agent

**GRUNDFOS PORTUGAL is looking for a FRONT LINE REPRESENTATIVE**

Contribute to a thriving sales team whilst delivering world class customer services through various Customer channels i.e. telephone, E-mail, live chat, instant messaging etc. Provide Customer contact resolution on general and potentially complex inquiries within a timely manner (as predefined by Group guidelines) to resolve and decide on the further processing of business transactions based on defined processes. Support Order Entry related support to Customers and sales teams. Support managing and optimizing Customer inquiries to allow for timely completion.

**Why Grundfos?**

At Grundfos, we dare to do things that others cannot or dare not do. Our skills commit us to pioneer solutions to the world’s water and climate challenges and improve the quality of life for people. We believe innovation is not only a business opportunity, but an obligation. And what really matters to us is not short-term profit, but the impact we make. By becoming part of our united powerful team, you too can drive this change no matter your role.
**What is the job about?**
- Provide primary support for both day-to-day and escalated inquiries regarding the Order-to-Delivery process and tools.
- 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.
- Proactively work with Finance on credit control to ensure disputes/Invoice queries are actioned and completed.
- Proactively use SAP/BW reports to execute SAP housekeeping/daily routines, customer satisfaction and our profitability.
- Support Customer order changes (lead time, shipping conditions, quantity, postponements, rejection, cancellation) and interaction with External Sales, Finance and the Supply Chain.
- Promote digital tools towards customers using templates (GPC, MyGrundfos, Extranet).
- Consolidate shipments when necessary for complex project sales.
- Ensure extra documentation when handling export sales.
- Record Customer complaints and requests for Customer product returns.
- Material master data full view creation / Local product material master data creation.
- Analyze statistic data to determine adherence to agreed Service Level Agreements.
- Plan, prioritize work tasks to ensure service delivery is not comprised.
May handle more complex or escalated order fulfillment tasks related to project sales and customer invoice disputes. May also provide overload support for the Customer Sales Center Representatives.

Other duties assigned may include:

- Order-related tasks provided by leadership.
- Provide 2nd line support to resolve incoming inquiries.
- Manage and coordinate the work allocation & prioritize across the business using relevant tools.
- Support the management team with strategy deliveries and various sales activities.

**What do you need to apply?**
- In-depth knowledge of Customer Services. Relevant administrative experience, organizational skills & accountability with the Customers with special focus in Logistic area, preferable in a Multinational company
- Technical Knowledge in Product and Application Knowledge is a plus - Interpret type keys, identify pumps vs spare parts, kits vs motors, identify where product is built (not essential).
- 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.
- Good communication and networking skills together with the ability to build strong and trusting relationships with both Internal and External Stakeholders.
- Fluent in written and spoken Spanish.
- Fluent in written and spoken English