Are you passionate about delivering world-class customer service while leveraging deep product knowledge and commercial expertise to drive OEM customer success? 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 Industry OEM Customer Service Senior Representative, you will be actively contributing to an efficient and high-performing internal sales team, serving as a subject matter expert who delivers professional, timely resolutions across digital, telephone, email, and live chat channels for key OEM customers.
What you will be doing
As a key part of the Industry OEM Customer Service team, you'll create impact by building trusted customer relationships and driving operational excellence that directly strengthens our competitive position in the general OEM market.
Your main responsibilities include:
- Provide advanced commercial and technical advice on customer enquiries across multiple channels, creating and resolving RFI, RFQ, RFO,
and RFC tickets to optimize response times
- Create professional offers and quotations using advanced product and pricing knowledge, tracking them according to sales guidelines and managing pricing tools within SAP
- Enter, verify, and release incoming orders while resolving order complexities such as price configurations, part numbers, lead time changes, and cancellations in collaboration with Sales, Finance, and Supply Chain
- Deliver primary support for day-to-day and escalated Order-to-Delivery inquiries using SAP, CRM, QIP, and sales approval systems
- Resolve customer complaints and quality issues using systematic analysis, and manage product return requests efficiently
- Identify new business opportunities, promote digital tools adoption (Chat, GPC, MyGrundfos, Extranet), and support sales strategy meetings to enhance team competence and service levels
What makes you a great fit
Above all, you are a custo
📌 Industry Customer Sales (Asia)
🏢 Grundfos
📍 Asia