Technical Customer Service Agent

Job Description

 

Do you want to be a part of a company who build energy-efficient solutions that make cities cleaner and a company that can give you unique opportunities? Are you an experienced Customer Service Representative (CSR) with a technical background? Then you might be looking at your next job opportunity. At Danfoss in Louisville we have an immediate position open for a CSR. As the CSR you will have an important role in providing excellent Customer Service, provide product information, set up orders per Customer Request and resolve emerging problems that the customer might face with Lead Time and delivery performance. Your job functions will involve both Customer contact and data set up. You will have direct contact with Sales and/or Customers to set up orders and provide Lead Times for orders based on materials and capacity. You will set up the orders in the system and create Bill of Materials (BOM). You will have direct Customer contact according delivery accuracy and advise if any anticipated delays. 

Job Responsibilities

 

• Receive, review, and set up customer orders in the system, ensuring they are processed accurately and on time.
• Collaborate closely with Sales and Production teams to align on order details, availability, and timelines.
• Build and customize BOM (Bill of Materials) based on customer requirements.
• Serve as the primary point of contact for customers, addressing questions related to order status, lead times, and anticipated delays.
• Work with Production Planners and Sales when there are changes in customer requirements to maintain alignment.
• Support sales by creating and managing forecasts based on customer orders.
• Coordinate new projects to support the expansion of product offerings and customer solutions.
• Develop and update standard operating procedures for order processing to ensure efficiency and customer satisfaction.
• Maintain positive and professional interactions with all customers to enhance their experience and satisfaction.

Background & Skills

 

• Education: Bachelor’s degree in Engineering, Supply Chain, or a related technical field preferred.
• Experience: 1-3 years in a manufacturing, order management, or customer service environment; experience with ERP systems (SAP or Axapta) is a plus.
• Project Management: Ability to manage multiple priorities, coordinate with different teams, and track progress to ensure timely completion of customer orders
• Analytical Skills: Strong analytical mindset with the ability to interpret data, identify trends, and make recommendations to improve order processing and customer satisfaction
• Attention to Detail: Exceptional attention to detail and accuracy in order entry, documentation, and tracking to ensure the highest level of service
• Communication Skills: Excellent communication and interpersonal skills, with the ability to work collaboratively across departments.
• Technical Aptitude: Demonstrated ability to work with complex IT systems and software, with a proactive approach to learning new digital tools relevant to order management and data processing.

 

Employee Benefits

We are excited to offer you the following benefits with your employment:

• Bonus system
• Paid vacation
• 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 w