Customer Care Coordinator, UK & Ireland (Leighton Buzzard, GB, LU7 4TL)

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Are you a customer-oriented individual with a talent for managing complex customer complaints?

Grundfos is looking for a Customer Care Co-ordinator to join our Northwest Europe Support Function team, based in our UK head office in Leighton Buzzard.

The Team

As a Customer Care Co-ordinator at Grundfos, you will join our Northwestern Europe Support Functions team and work closely with various departments, including External Sales, CSSC, Grundfos Shared Services, Finance, Group Quality, Global Logistics, Service, Production and assembly plants, and ensure optimisation of Customer Care Processes.

The main purpose of the job is to ensure the completion of UK & Ireland cluster complaints and be accountable for the complaint handling process, with focus on continuous improvement to the customer experience.

<ul style="margin-bottom:11.0px">
<li>Accountable for complex customer complaints within SAP CRM, QIP, FSCM and MyGrundfos</li>
<li>Coordinate and clarify customer complaints with involved collaboration partners from production, quality, logistics, service, finance, etc</li>
<li>Use complaint data for continuous improvement by looking at trends and patterns to identify actions to improve the customer experience</li>
<li>Request follow-up documents such as orders, credit notes, and direct debits</li>
<li>Create return permits and notifications.</li>
<li>Driving process adoption and understanding within CSSC</li>
<li>Highlight process/tools issues to the Business Process Owners</li>
<li>Support Business Process Owners and Division COMEX in identifying areas of improvement.</li>
</ul>

This role is a full time, Monday- Friday, 37.5 hours per week. The role will be office-based in our Leighton Buzzard office 3 days per week with 2 days flexible to work from home.

We anticipate that our ideal candidate will have the following skills, competencies, and experience:

<ul style="margin-bottom:11.0px">
<li>Intensive knowledge of SAP ERP/CRM/BW</li>
<li>Deep familiarity with Microsoft Office</li>
<li>Advanced IT skills</li>
<li>High level of communication skills (English)</li>
<li>Experience working in an international matrix organization (advantageous but not essential)</li>
<li>Service-minded with great customer understanding</li>
<li>Quality mindset with knowledge about continuous improvement</li>
<li>Committed, driven, and ambitious person with good interpersonal skills</li>
<li>Ability to work cross-functional with an End to End perspective</li>
<li>Ability to train and facilitate process adoption.</li>
<li>Capable of working in a demanding and changing environment</li>
<li>Motivated by KPI’s</li>
</ul>

At Grundfos, we value our employees and their professional development. As a Customer Care Co-ordinator, you will have the opportunity to:

<ul style="list-style-type:disc">
<li>Join a global company with a diverse and inclusive culture.</li>
<li>Trusting, collaborative, and friendly culture with an international environment that values work-life balance</li>
<li>Work with cutting-edge technology and software</li>
<li>Expand your knowledge and skills through internal training programs, giving you great opportunities for individual development.</li>
</ul>

<ul>
<li>25 days annual leave plus bank holidays</li>
<li>Annual incentive bonus</li>
<li>Flexible benefits scheme</li>
<li>Flexible working hours </li>
<li>Modern and spacious office working environment. </li>
</ul>

If you have a service-minded approach, relevant experience, and the skills we are looking for, apply today to join our dynamic team at Grundfos!
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Customer Care Coordinator, UK & Ireland (Leighton Buzzard, GB, LU7 4TL)

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