CSSC Front Line Representative

Job Description

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 first Customer contact resolution on inquiries which can resolve rather shortly (as predefined by Group guidelines) and decide on the further processing of business transactions based on defined processes. Provide timely and effective quotations, technical advice, and Order Entry related support to Customers and sales teams.

Your main responsibilities :

Commercial and technical advice on Customer inquiries which the employee can resolve within about 20 minutes, by email, telephone, live chat, instant messaging etc.

Create tickets, e.g. RFI (request for information), RFQ request for quotation) and OEW (order entry workflow), for own processing or for forwarding to the back office.

Create processed offers according to the description.

Track offers according to specifications (e.g. sales guidelines).

Follow up on Customer interactions within set SLA.

Provide standard pricing and delivery information.

Identify business opportunities and handover to external sales.

Create, delete and maintain Customer contact data in the SAP CRM system.

Enter the incoming 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 to enter an executable order.

Manage Customer order changes (lead time, shipping conditions, quantity, postponements, rejection, cancellation) and interaction with External Sales, Finance and the Supply Chain.

Assist Customers with order progression and supply chain issues.

Handle order fulfillment tasks.

Provide order and delivery status to Customers.

Record Customer complaints and requests for Customer product returns.

Promote digital tools towards customers using templates (GPC, MyGrundfos, Extranet).

Support in executing ad hoc tasks in CSSC such as pricing, master data, approval workflow, digital tools, etc.

Your required skills and experience include:

Vocational certificate, associate or bachelor’s Degree or equivalent work experience (minimum of 2-3 years)

Previous experience within Customer Services. Relevant administrative experience, organizational skills accountability with the Customer

Knowledge of business structure, products and key market needs to create a successful Customer centric experience.

Demonstrate working knowledge SAP (CRM/SD).

Familiarity with MS Office applications.

Fundamental Product and Application Knowledge – Interpret type keys, identify pumps vs spare parts, kits vs motors, identify where product is built (not essential).

Good communication and networking skills together with the ability to build strong and trusting relationships with both Internal and External Stakeholders.

Excellent written and spoken English.

Do you want to learn more?

If this job sounds appealing, please send your resume and cover letter by clicking “Apply”.

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We look forward to hearing from you.

Information at a Glance

Job details

Application deadline:

Workplace: Onsite Position

Job Location: Cairo, Al Qāhirah, Egypt

Contract Type: Full-Time

Employment Type: Regular