Customer Service Center Manager

<h2><b>Job Description</b></h2> <p><span><span><span><span>DEVI, a brand owned by Danfoss with over 80 years of heritage, is a global leader in electric heating solutions for both indoor comfort and outdoor safety. With a strong focus on quality and durability, we draw on decades of expertise to deliver reliable products, ranging from underfloor heating systems to outdoor heating solutions.</span></span></span></span></p> <p> </p> <p><span><span><span><span>As a <b>Customer Service Center Manager</b> at DEVI by Danfoss PL21 Electric Heating, you will play a crucial role in delivering exceptional customer service and building strong client relationships. In addition to overseeing customer interactions, you will lead the customer service team, collaborate with management on strategic insights, and work closely with sales teams, the order fulfillment team, and other departments to provide valuable insights regarding customer cooperation. Your responsibilities will also include data analysis, sales support, and handling ad-hoc requests.</span></span></span></span></p> <p><span><span><span><span>Applications are invited from experienced and enthusiastic person for an opportunity based in Poland (Grodzisk Mazowiecki) or one of the Baltics countries.</span></span></span></span></p> <p><span><span><span><span>The role reports into the Marketing &amp; Pricing Director.</span></span></span></span></p> <h2><b>Job Responsibilities</b></h2> <p><span><span><span><span>Responsibilities for this position include but are not limited to the following. </span></span></span></span></p> <ul> <li><span><span><span><span>Provide leadership, guidance, and mentorship to customer service team members.</span></span></span></span></li> <li><span><span><span><span>Set clear expectations and performance goals for team members and conduct regular performance evaluations.</span></span></span></span></li> <li><span><span><span><span>Lead global and regional projects.</span></span></span></span></li> <li><span><span><span><span>Implement PL21 Electric Heating order management standards</span></span></span></span></li> <li><span><span><span><span>Oversee customer inquiries, complaints, and feedback management through various channels, including phone and email.</span></span></span></span></li> <li><span><span><span><span>Ensure timely and accurate responses to customer queries, maintaining high standards of professionalism and empathy.</span></span></span></span></li> <li><span><span><span><span>Manage customer service to boost customer engagement and support sales initiatives.</span></span></span></span></li> <li><span><span><span><span>Provide periodic reports and insights.</span></span></span></span></li> <li><span><span><span><span>Analyze data and trends to identify process improvement opportunities, customer satisfaction improvements and revenue optimization.</span></span></span></span></li> <li><span><span><span><span>Bonus management including accruals, credit notes payouts etc.</span></span></span></span></li> </ul> <h2><b>Background &amp; Skills</b></h2> <p><span>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.</span></p> <p><span><span><span>The ideal candidate possesses these skills.  </span></span></span></p> <ul> <li><span><span><span><span>Bachelor's degree, a master’s degree is preferred.</span></span></span></span></li> <li><span><span><span><span>Proven experience in a customer service role, including managerial or supervisory experience.</span></span></span></span></li> <li><span><span><span><span>Strong communication and interpersonal skills, with the ability to effectively engage with customers and team members at all levels.</span></span></span></span></li> <li><span><span><span><span>Customer-focused mindset.</span></span></span></span></li> <li><span><span><span><span>Familiarity with SAP, Salesforce, and other relevant customer interaction management tools.</span></span></span></span></li> <li><span><span><span><span>Ability to thrive in a dynamic environment and adapt to changing priorities.</span></span></span></span></li> <li><span><span><span><span>Fluency in English; additional languages (especially Russian) are a plus.</span></span></span></span></li> </ul> <h2><b>Employee Benefits</b></h2> <p><span>We are excited to offer you the following benefits with your employment:</span></p> <ul> <li><span>Bonus system</span></li> <li><span>Pension plan</span></li> <li><span>Personal insurance</span></li> <li><span>Communic