Lead Customer Sales & Support Center Front Line Representative

Lead Customer Sales & Support Center Front Line Representative

Are you passionate about delivering world‑class customer experiences while leading complex order management processes in a fast‑paced, technical environment? 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 Lead Customer Sales & Support Center Front Line Representative, you will serve as the primary commercial and technical point of contact for IT Cooling customers, driving end‑to‑end order management excellence, mentoring team members, and leveraging deep SAP and product expertise to optimize the customer journey from inquiry through delivery. 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.

Qualified candidates must be authorized to work in the U.S. without the need for employment‑based visa sponsorship now or in the future.

As a key part of the Industry Customer Sales & Support Center (CSSC) team, you’ll create impact by driving customer satisfaction and revenue growth by ensuring seamless order‑to‑delivery processes, identifying new business opportunities, and elevating the capabilities of the entire front‑line support team.

• Provide advanced commercial and technical advice on customer enquiries via email, phone, live chat, and meetings—creating, analyzing, and resolving RFI, RFQ, RFO, and RFC tickets to optimize response times.
• Manage the full order lifecycle in SAP: entering, reviewing, and resolving order complexities including pricing, configuration, lead times, shipping conditions, and cancellations in coordination with Sales, Finance, and Supply Chain.
• Facilitate regular order review meetings with IT Cooling customers and report to CSSC leadership on credit blocks, delivery challenges, order changes, and sales results.
• Create professional quotations using advanced product and pricing knowledge, track offers per sales guidelines, and follow up on customer interactions within defined SLAs.
• Lead new hire onboarding, facilitate ongoing product training, and serve as a Subject Matter Expert and role model for front‑line CSSC employees.
• Resolve escalated customer complaints and quality issues using systematic approaches, and coordinate customer product returns and large quality escalations.

Above all, you are a customer‑centric problem solver with strong order management expertise, excellent communication skills, and the leadership presence to manage complex commercial and technical customer interactions.

We would also imagine that you have:

• Associate’s or bachelor’s degree in Customer Services, Engineering, or equivalent, with minimum 5 years of customer service experience.
• SAP knowledge (SD/CRM) highly preferred, with proven experience managing complex order‑to‑delivery processes.
• Knowledge and proven experience of customer services, relevant administrative experience, organizational skills & accountability with the customer.
• Excellent 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 with strong communication, networking, and relationship‑building skills across internal and external stakeholders.
• High proficiency in MS Office and familiarity with CRM, pricing tools, and digital customer platforms.

It is a plus if you also have:

• Experience in the pump industry, IT Cooling, or industrial manufacturing environments.
• Knowledge of quality management processes and experience handling escalated customer complaints.

The salary range for this position is $69,300.00 - $ USD. Individual pay will be determined based on market location and the candidate’s profile. The range listed is just one component of the total compensation and benefits package for employees. Total compensation includes paid time off, paid holidays, merit increases, bonuses, and employee stock purchase programs, etc. The salary rates are benchmarked and…