Customer Service Specialist

1 month ago

Baltimore, Maryland, United States Danfoss Full time
Job Description

Danfoss is currently hiring a Customer Service Specialist to join our Climate Solutions organization. The Customer Service Representative – OEM serves as the primary customer contact for 30-50 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. This position can be on-site, hybrid or remote.

Job Responsibilities

Responsibilities for this position include but are not limited to the following.

  • 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.
  • 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.
  • Have meetings with Key Account Managers and Sales support as needed to ensure customer expectations are met.
  • Ad hoc meetings with customers and Key Account Managers to ensure deadlines are met.
  • Provide open order reports as requested.
  • Work in close collaboration with Key Account Managers to ensure exceptional customer service as needed (weekly).
  • Work in customer portals.
  • Additional duties as required.
Background & Skills

At Danfoss, we believe that a diverse and inclusive workplace fosters creativity, innovation, and a broader perspective in decision-making. When you consider this job posting, do you feel like your profile is not a perfect match? Numerous studies have found that women and people of color are more likely to apply only when they meet all requirements listed in the job posting. Even if you do not check all the boxes, we encourage you to apply anyway. We are curious to find out how you can bring new insights to the role or to Danfoss as an organization.

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
  • 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
  • Possibility to work remotely
  • 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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