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Client Relations Account Specialist

2 months ago

Tallahassee, United States Danfoss LLC Full time


Position Overview:
The Customer Experience Account Manager acts as the primary liaison for a designated portfolio of clients, ensuring that all client requirements and expectations are fulfilled.

Your role will involve engaging with clients through various channels including case management systems, telephonic communication, and electronic correspondence to address inquiries related to order status, issues, modifications, returns, and repairs.

You will represent the customer's voice to various internal departments such as Technical Support, Logistics, Manufacturing, and Product Management, striving to deliver an exceptional customer experience.

Key Responsibilities:
The following tasks are essential to this role:

  • Foster a positive customer experience by cultivating relationships, demonstrating empathy, and providing effective solutions.
  • Engage with clients to gather and confirm monthly and yearly material forecast requirements.
  • Proactively communicate with clients to review pending orders, ensuring alignment between order volume and forecasted demand.
  • Handle transactions including sales orders, product returns, and exchanges efficiently.
  • Drive profitable growth to meet both team and individual objectives while ensuring an outstanding customer experience.
  • Continuously enhance knowledge and expertise through ongoing learning and professional development.
  • Utilize available resources to stay informed on promotional initiatives and support profitable growth during critical business periods.
  • Identify future opportunities by understanding the deeper needs of clients to establish enduring relationships.
  • Embrace a culture of learning to refine existing skills and acquire new ones in support of our commitment to customer satisfaction.
  • Ability to thrive in a fast-paced environment with multiple competing priorities.
  • Exhibit strong analytical, critical thinking, and problem-solving capabilities.
  • Possess high interpersonal skills to manage sensitive and confidential matters effectively.
  • Maintain composure under pressure while ensuring accuracy and factual representation.

Qualifications:
To excel in this position, candidates must meet the following criteria:

Education and Experience:
A minimum of 2 years in a customer-facing service role within a manufacturing context or as an account manager in a similar setting.

An associate degree in business administration or a related field is preferred. Candidates should demonstrate a professional demeanor, possess strong telephone communication skills, and be capable of quickly establishing rapport with both internal and external stakeholders.

Excellent written and verbal communication skills are essential, along with a strong work ethic and the ability to manage multiple priorities in a dynamic business environment.

Preferred Qualifications:
Familiarity with SAP in Sales & Distribution, particularly in advanced returns management and planning, as well as experience with CRM systems, ideally Salesforce, is advantageous.

Experience in organizations with matrix structures across various regions or countries is beneficial, as is a background in start-up environments.

Employee Benefits:
We are pleased to offer a comprehensive benefits package that includes:

  • Bonus structure
  • Paid time off
  • Flexible working hours
  • Personal insurance options
  • Opportunities to participate in Employee Resource Groups
  • State-of-the-art virtual work environment
  • Employee referral program

This benefits package is subject to change based on country or contract specifics.

About Danfoss:
At Danfoss, we engineer solutions that enable smarter resource utilization, driving the sustainable transformation of tomorrow. We believe that innovation and success stem from a diverse mix of individuals with varying backgrounds, skills, and perspectives.

We are committed to creating an inclusive workplace where all employees are respected and valued. Our goal is to enhance the health, safety, and working environment of our team members while striving to meet ambitious environmental targets.