Customer Service Specialist

Company: Danfoss LLC
Location: Baltimore
Posted on: April 24, 2024

Job Description:

Customer Service Specialist
Requisition ID: 38353
Job Location(s):
Baltimore, MD, US
Job Description
Danfoss is currently hiring a Customer Service Specialist to join our Climate Solutions organization. The Customer Service Representative - OEM serves as the primary customer contact for 30-50 assigned customer accounts 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. This position can be on-site, hybrid or remote.
Job Responsibilities
Responsibilities for this position include but are not limited to the following.

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  Respond to all customer communication in a timely, friendly, and thorough manner
  
  
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  Drive a positive customer experience by building relationships, exhibiting empathy, and providing solutions to their customer needs.
  
  
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  Communicate effectively and resolve customer issues regarding orders, processing, transportation, outstanding invoices, etc.
  
  
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  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.
  
  
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  Maintain and communicate internally and externally with customers ensuring focus on customer
  
  
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  Take initiative and be detailed and proactive to ensure that customers concerns are be addressed thoroughly and accurately and to prevent line down situations.
  
  
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  Contribute and collaborate with team to ensure that KPIs and customer satisfaction requirements are met.
  
  
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  Respond to inbound customer calls and email regarding order inquiry as to ship dates, problems, order changes, repairs, and RMA's.
  
  
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  Communicate with other departments such as Technical Support, Logistics, Manufacturing, Regional Sales Managers, Product Managers, etc., to resolve customer issues.
  
  
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  Support ordering processing including order entry, expediting orders, change orders, returns, monitoring order status and resolving discrepancies.
  
  
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  Have meetings with Key Account Managers and Sales support as needed to ensure customer expectations are met.
  
  
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  Ad hoc meetings with customers and Key Account Managers to ensure deadlines are met.
  
  
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  Provide open order reports as requested.
  
  
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  Work in close collaboration with Key Account Managers to ensure exceptional customer service as needed (weekly).
  
  
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  Work in customer portals.
  
  
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  Additional duties as required.
  
  
  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.
  Required:
  
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    High School diploma
    
    
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    Minimum 1+ year (s) work experience or bachelor's degree in related field
    
    
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    Excellent interpersonal, written, and oral communication skills
    
    
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    Must possess a professional, friendly attitude
    
    
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    Ability to collaborate in team environment and effectively work with internal and external customers
    
    
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    Basic Microsoft Office experience
    
    
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    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:
    
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      Customer contact center experience
      
      
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      ERP (SAP) experience
      
      
      Employee Benefits
      We are excited to offer you the following benefits with your employment:
      
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        Bonus system
        
        
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        Paid vacation
        
        
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        Possibility to work remotely
        
        
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        Personal insurance
        
        
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        Opportunity to join Employee Resource Groups
        
        
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        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 "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.
        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.
        Nearest Major Market: Baltimore

Keywords: Danfoss LLC, Wilmington , Customer Service Specialist, Hospitality & Tourism , Baltimore, Delaware