Customer Service Specialist - HVAC/R Manufacturing

Job Description

Danfoss is seeking an enthusiastic Customer Service Representative to establish and maintain good relationships with customers on behalf of the company by taking complete responsibility for each customer account as assigned.  The Customer Service Specialist is 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 inquiries regarding ship dates, problems, order changes, repairs, and RMA's. They assist other customer service associates with administrative duties. They communicate, collaborate, and support 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 is onsite or hybrid at our office in Baltimore or can be remote in the United States.  The scheduled work hours for this position are 9 am - 6 pm EST.

Job Responsibilities

Essential Functions, Key Tasks, & Responsibilities: (include the following, other duties may be assigned) 
•    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. 
•    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 customer's concerns are addressed thoroughly and accurately and to prevent line-down situations.  
•    Contribute and collaborate with the 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 reports.  
•    Develop good working relationships with customers. 
•    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

Qualifications:  
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 
 
Education and/or Experience Required: 
•    Minimum 3+ years customer service experience
•    High School diploma or G.E.D.
•    SAP, Salesforce, or a comparable CRM/Order Entry System experience
•    Excellent interpersonal, written, and oral communication skills  
•    Must possess a professional, friendly attitude  
•    Ability to collaborate in a team environment and effectively work with internal and external customers 
•    Proficient 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

 

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