Customer Service Specialist
Danfoss
- Baltimore, MD
- Permanent
- Full-time
- 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.
- 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.
- Have meetings with Key Account Managers and Sales support as needed to ensure customer expectations are met.
- Ad hoc meetings with customers and Key Account Managers to ensure deadlines are met.
- Provide open order reports as requested.
- Work in close collaboration with Key Account Managers to ensure exceptional customer service as needed (weekly).
- Work in customer portals.
- Additional duties as 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
- Strong work ethic and self-starter, able to effectively manage and own multiple priorities and adapt to change within a fast-paced business environment
- Customer contact center experience
- ERP (SAP) experience
- Bonus system
- Paid vacation
- Possibility to work remotely
- Personal insurance
- Opportunity to join Employee Resource Groups
- Employee Referral Program