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

• 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 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.
• Additional duties as required

Background & Skills

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 the essential functions.

 

Education and/or Experience

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
• 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

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
• Flexible working hours
• Hybrid schedule
• Personal insurance
• Communication package
• 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 – Engineer