Job Description
The Customer Service Specialist – IDS &RH serves as the primary customer contact for assigned customer accounts and ensures all customer needs and expectations are met. They respond to inbound customer calls and emails regarding order inquiry as to ship dates, problems, order changes, repairs, and RMA's. They assist other customer service associates with administrative duties. They communicate, collaborate, and provide support to other departments such as Technical Support, Logistics, Manufacturing, Regional Sales Managers, Product Managers, etc., to resolve customer issues. They support order processing including order entry, expediting orders, change orders, returns, monitoring order status and resolving discrepancies.
Job Responsibilities
Responsibilities for this position include but are not limited to the following.
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• Respond to all customer communication in a timely, friendly, and thorough manner.
• Drive a positive customer experience by building relationships, exhibiting empathy, and providing solutions to their customer needs.
• Develop good working relationships with customers
• Ad hoc meetings with customers and Key Account Managers to ensure deadlines are met
• Communicate effectively and resolve customer issues regarding orders, processing, transportation, outstanding invoices, etc.
• Collaborate and maintain effective communication with sales, marketing, manufacturing, fulfillment, and warehouse to ensure accurate and timely responses to customer inquiries regarding product availability, pricing, and delivery requirements.
• Maintain and communicate internally and externally with customers ensuring focus on customer
• Take initiative and be detailed and proactive to ensure that customers concerns are be addressed thoroughly and accurately and to prevent line down situations.
• Contribute and collaborate with team to ensure that KPIs and customer satisfaction requirements are met.
• Respond to inbound customer calls and email regarding order inquiry as to ship dates, problems, order changes, repairs, and RMA's.
• Communicate with other departments such as Technical Support, Logistics, Manufacturing, Regional Sales Managers, Product Managers, etc., to resolve customer issues.
• Support ordering processing including order entry, expediting orders, change orders, returns, monitoring order status and resolving discrepancies.
• Weekly meetings with Key Account Managers to discuss customer concerns.
• Weekly meetings with customers to review open order report.
• Develop good working relationships with customers.
• Have ad hoc meetings with customers and Key Account Managers as needed to ensure deadlines are met.
• Provide open order reports as requested.
• Work in close collaboration with Key Account Managers to ensure exceptional customer service.
• Handle high level of phone inquiries, responding to customers issues effectively.
• Manage accounts for store front distribution centers.
• Provie real-time service.
• May manage billing for orders sent by service manufacturing reps (outside sales team) consignment warehouses.
• Additional duties as required
Background & Skills
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Required:
• High School diploma
• Minimum 1+ year (s) work experience or bachelor's degree in related field
• Excellent interpersonal, written, and oral communication skills
• Must possess a professional, friendly attitude
• Ability to collaborate in team environment and effectively work with internal and external customers
• Basic Microsoft Office experience
• Basic Math Skills
• Strong work ethic and self-starter, able to effectively manage and own multiple priorities and adapt to change within a fast-paced business environment
Preferred:
• Customer contact center experience
• ERP (SAP) experience
Employee Benefits
We are excited to offer you the following benefits with your employment:
- Bonus system
- Paid vacation
- Personal insurance
- Opportunity to join Employee Resource Groups
- Employee Referral Program
This list does not promise or guarantee any particular benefit or specific action. They may depend on country or contract specifics and are subject to change at any time without prior notice.
Danfoss – Engineering Tomorrow
At Danfoss, we are engineering solutions that allow the world to use resources in smarter ways - driving the sustainable transformation of tomorrow. No transformation has ever been started without a group of passionate, dedicated and empowered people. We believe that innovation and great results are driven by the right mix of people with diverse backgrounds, personalities, skills, and perspectives, reflecting the world in which we do business. To make sure the mix of people works, we strive to create an inclusive work environment where people of all backgrounds are treated equally, respected, and valued for who they are. It is a strong priority within Danfoss to improve the health, working environment and safety of our employees.
Following our founder’s mindset “action speaks louder than words”, we set ourselves ambitious targets to protect the environment by embarking on a plan to become CO2 neutral latest by 2030.
Danfoss is an EO employer and VEVRAA Federal Contractor. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or other protected category.
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