Service Coordinator
Job Description
Are you passionate about delivering first-class customer support and solving technical challenges with a friendly, professional approach? Then join our mission to pioneer smarter water solutions that reduce energy use and improve lives.
As our new Customer Service Support Level 1 Agent , you'll be serving as the first point of contact for customers via phone, email, and chat — resolving inquiries, processing service orders, and providing technical guidance that ensures fast, accurate support for Grundfos products and services. 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 our Head of Service&Solutions; Support Americas and will operate in Apodaca, NL facility daily.
Please note that 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 Service Support Centre team, you'll create impact by delivering exceptional customer experiences that drive satisfaction, loyalty, and seamless service delivery across every interaction.
Your main responsibilities include:
Respond to customer inquiries via phone, email, and chat in a friendly and competent manner, providing professional assistance on products, service appointments, spare parts, and troubleshooting

Create, manage, and close customer request tickets and service orders in C4C and SAP in accordance with defined SLAs

Handle pricing, literature, and appointment requests while leveraging Grundfos troubleshooting tools to resolve issues efficiently

Track all calls, resolutions,



and customer interactions accurately in Grundfos IT systems following required standards

Collaborate with internal and external service/sales teams, coordinators, and operations teams to ensure seamless customer support

What makes you a great fit Above all, you're a customer-focused communicator with technical aptitude, strong problem-solving skills, and the ability to stay composed under pressure while delivering outstanding service. We'd also imagine that you are/have:
1-3 years of telephone-based customer service or support experience

Technical diploma or Bachelor's degree in Engineering or a related field

Proficiency in MS Office, SAP, ticketing systems, and phone systems

Fluent in spoken and written English

Knowledge of French, and/or Portuguese

It's a plus if you also:
Experience with troubleshooting technical products or equipment

Familiarity with CRM platforms such as SAP C4C or similar ticketing systems

Why you'll love working here 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.

On-demand training and structured development programmes to support your growth.

Valuing our differences helps us see possibilities where others can't. We therefore welcome and encourage applications from all abilities, experiences, and backgrounds. As part of our commitment to a safe and compliant hiring process, final candidates may be required to undergo a background check, subject to applicable local laws and regulations.
Information at a Glance Job details Workplace: Onsite Position
Job Location: Apodaca, Actual León, Mexico
Contract Type: Full-Time
Employment Type: Regular

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📌 Service Coordinator (Ciudad Apodaca)
🏢 Grundfos
📍 Ciudad Apodaca