Are you passionate about turning customer feedback into meaningful improvements that elevate the entire customer experience? 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 customer care coordinator, you will be coordinating complex customer complaints and leveraging data insights to drive continuous improvement across the americas region, supporting all grundfos divisions. You'll be part of a diverse, supportive and inclusive culture, that celebrates our differences and puts people first by fostering growth, well-being, and a sense of belonging.
this position reports directly to the americas support manager and will operate daily out of the apodaca, nuevo leon facility. Relocation for this position cannot be supported and qualified candidates must have authorization to work in mexico without support.
what you will be doing
as a key part of the customer experience team, you'll create impact by analyzing complaint trends and customer survey data to identify actionable improvements that strengthen customer relationships across all grundfos divisions in the americas.
your main responsibilities include:
* handle complex customer complaints and escalations within sap crm, coordinating resolution with production, quality, logistics, service, and finance teams
* analyze complaint data trends and paretos to identify improvement opportunities that enhance the overall customer experience
* manage customer surveys and poll scores across all grundfos divisions, translating results into actionable insights
* deliver training on customer communication best practices and drive process adoption within the customer service & support center
* support business process owners and division comex in identifying areas of improvement and highlighting process or tool issues
* create return permits, notifications, and coordinate follow‑up documentation including orders, credit notes, and direct debits
what makes you a great fit
above all, you are a service‑minded, data‑savvy professional with strong sap crm expertise, excellent cross‑functional collaboration skills, and a quality mindset focused on continuous improvement. We would also imagine that you have:
* intensive knowledge of sap erp/crm/bw
* fluent english communication skills (written and verbal)
* strong proficiency in microsoft office with very good overall it skills
* work experience in an international matrix organization
it is a plus if you also:
* familiarity with grundfos products and solutions
* experience with continuous improvement methodologies and data analysis
* background in customer experience management or complaint handling processes
why you will love working here
we care! Day to day, you can look forward to:
* a working environment built around your needs, with flexible hours, home working opportunities and parental support.
* annual bonuses, health insurance and a strong focus on well‑being activities.
* three days' additional paid leave for volunteering in your community.
* access to on‑demand training and learning sessions and carefully structured programmes to pursue personal and professional development opportunities.
we are inclusive! Celebrating and valuing our differences helps us see possibilities where others can't. We therefore welcome and encourage applications from all abilities, experiences, and backgrounds.
workplace: hybrid (office and home-working)
are you ready to unlock possibilities at grundfos? Apply today!
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