Customer Service Specialist
Job Description
The Customer Service Specialist – Projects serves as the primary customer contact for high volume established customer accounts and/or first or one-time customers 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
• 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
- Work with high case volume established customers and first or one time only customers.
- Work in customer portals.
- Have meetings with Key Account Managers and Sales support to ensure customer expectations are met.
- Provide open order reports as requested.
- Work in close collaboration with Key Account Managers to ensure exceptional customer service.
- Support labeling with warehouse to ensure that products are grouped for time sensitive projects.
- Work with sales admin team and fulfillment to drive delivery notes.
- Work with service manufacturing reps (outside sales team) to manage orders and drop shipments.
- Manage customers that require international shipping.
Background & Skills
• 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
- 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
- Flexible working hours
- Possibility to work remotely
- Personal insurance
- Communication package
- 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.
Danfoss engineers solutions that increase machine productivity, reduce emissions, lower energy consumption, and enable electrification.
Our solutions are used in such areas as refrigeration, air conditioning, heating, power conversion, motor control, industrial machinery, automotive, marine, and off- and on-highway equipment. We also provide solutions for renewable energy, such as solar and wind power, as well as district-energy infrastructure for cities.
Our innovative engineering dates back to 1933. Danfoss is family-owned, employing more than 42.000 people, serving customers in more than 100 countries through a global footprint of 95 factories.
Danfoss engineers solutions that increase machine productivity, reduce emissions, lower energy consumption, and enable electrification.
Our solutions are used in such areas as refrigeration, air conditioning, heating, power conversion, motor control, industrial machinery, automotive, marine, and off- and on-highway equipment. We also provide solutions for renewable energy, such as solar and wind power, as well as district-energy infrastructure for cities.
Our innovative engineering dates back to 1933. Danfoss is family-owned, employing more than 42.000 people, serving customers in more than 100 countries through a global footprint of 95 factories.
Danfoss engineers technologies that enable the world of tomorrow to do more with less. We meet the growing need for infrastructure, food supply, energy efficiency and climate-friendly solutions. Our products and services are used in areas such as ...
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