Customer Service Specialist (Remote In Est And Cst No West Coast)

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

Responsibilities for this position include but are not limited to the following.

• Maintain and communicate internally and externally with customers ensuring focus on customer
• Respond to inbound customer calls and email regarding order inquiry as to ship dates, problems, order changes, repairs, and RMA's.
• Have meetings with Key Account Managers and Sales support to ensure customer expectations are met.
• Work with high case volume established customers and first or one time only customers.
• Respond to all customer communication in a timely, friendly, and thorough manner.
• Work in customer portals.
• Additional duties as required.
• Support labeling with warehouse to ensure that products are grouped for time sensitive projects.
• Manage customers that require international shipping.
• Communicate with other departments such as Technical Support, Logistics, Manufacturing, Regional Sales Managers, Product Managers, etc., to resolve customer issues.
• Communicate effectively and resolve customer issues regarding orders, processing, transportation, outstanding invoices, etc.
• Work with sales admin team and fulfillment to drive delivery notes.
• Contribute and collaborate with team to ensure that KPIs and customer satisfaction requirements are met.
• 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.
• Support ordering processing including order entry, expediting orders, change orders, returns, monitoring order status and resolving discrepancies
• Drive a positive customer experience by building relationships, exhibiting empathy, and providing solutions to their customer needs.
• Work with service manufacturing reps (outside sales team) to manage orders and drop shipments.
• Ad hoc meetings with customers and Key Account Managers to ensure deadlines are met
• Take initiative and be detailed and proactive to ensure that customers concerns are be addressed thoroughly and accurately and to prevent line down situations.
• Develop good working relationships with customers
• Work in close collaboration with Key Account Managers to ensure exceptional customer service.
• Provide open order reports as requested.

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 the essential functions.

Employee Benefits

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

• Bonus system
• Possibility to work remotely
• Personal insurance
• Paid vacation
• State of the art virtual work environment
• Flexible working hours
• Employee Referral Program
• Opportunity to join Employee Resource Groups
• Communication package
• Pension plan

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.