Job Description

Danfoss is looking for a Customer Service Excellence Manager with passion for delivering a positive customer experience and a \xe2\x80\x9cCan Do\xe2\x80\x9d attitude. The incumbent must be a service-oriented person with excellent communication skills and interest in working across countries, teams with purpose of securing efficiency in our customer service teams and delivering a best-in-class customer experience. With strong connections and trust across teams, the incumbent is expected to understand the needs of our customer service team, plan the needed trainings, and support the teams to comply to pre-defined processes as well as guide them in adapting processes to support local and business needs.

Job Responsibilities

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

• Understand, develop and promote customer service processes
• Drive uniformity and streamlined processes across countries with customer and team members
• Identify needs and plan training of customer service teams with a hands-on approach
• Document the local needs and work out solutions in system and processes with customer and team members in focus
• Be the regional spokesperson and interface to the global customer service community and drive improvements targeting efficiency and excellent customer experience
• Use learnings and needs to drive changes and challenge managers and systems for speed and quality
• Responsible for driving, executing and supporting product data maintenance in key systems
• Ensure timely response and quality resolution of inquiries to help local teams
• Liaise with key stakeholders to help generate customer loyalty and develop new opportunities
• Drive new process implementations, projects, (e.g. price list updates) and performance reporting across the region

Background & Skills

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.

The ideal candidate possesses these skills.

• Bachelor\'s Degree in Business or equivalent
• Minimum 8 years of relevant working experience in a customer service environment, with good exposure to matrix management, cross-functional collaboration and people management skills
• Strong experienced SAP ERP user in a sales and distribution context
• Structured and process oriented
• Experience with Salesforce
• Strong understanding of supply chain
• High level of energy and ability to build relationships and trust across countries/cultures
• The position may require some travelling
• Strong communication skills

Employee Benefits

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

• Bonus system
• Paid vacation
• Flexible working hours
• Possibility to work remotely
• Pension plan
• Personal insurance
• Communication package
• 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 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 \xe2\x80\x9caction speaks louder than words\xe2\x80\x9d, 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.

Danfoss engineers solutions that increase machine productivity, reduce emissions, lower energy consumption, and enable electrification.

Our solutions are used in such areas as refrigeration, air conditioning, heating, power conversion, motor control, industrial machinery, automotive, marine, and off- and on-highway equipment. We also provide solutions for renewable energy, such as solar and wind power, as well as district-energy infrastructure for cities.

Our innovative engineering dates back to 1933. Danfoss is family-owned, employing more than 42.000 people, serving customers in more than 100 countries through a global footprint of 95 factories.

Danfoss engineers solutions that increase machine productivity, reduce emissions, lower energy consumption, and enable electrification.

Our solutions are used in such areas as refrigeration, air conditioning, heating, power conversion, motor control, industrial machinery, automotive, marine, and off- and on-highway equipment. We also provide solutions for renewable energy, such as solar and wind power, as well as district-energy infrastructure for cities.

Our innovative engineering dates back to 1933. Danfoss is family-owned, employing more than 42.000 people, serving customers in more than 100 countries through a global footprint of 95 factories.

Danfoss