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Customer Service Specialist

3 months ago

Baltimore, Maryland, United States Danfoss Full time
Job Description

The Customer Service Specialist– G4 serves as the primary customer contact for assigned high-profile 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
  • 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.
  • 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.
  • 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 and ensure customer expectations are met.
  • Weekly meetings with customers to review open order report.
  • Deliver open order reports biweekly and meet to review with sales.
  • Reach out to 3rd party warehousing as needed.
  • Work in close collaboration with Key Account Managers to ensure exceptional customer service.
  • Serve as primary contact for assigned portfolio of accounts.
  • Work in customer portals.
  • Additional duties as required.
Background & Skills

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
  • Opportunity to join Employee Resource Groups
  • State of the art virtual work environment
  • 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.