Experience Inc. Jobs

Customer Service Specialist - HVAC/R Manufacturing

Requisition ID: 40262

Job Location(s):

Baltimore, MD, US

Job Description

Danfoss is seeking an enthusiastic Customer Service Representative to establish and maintain good relationships with customers on behalf of the company by taking complete responsibility for each customer account as assigned. The Customer Service Specialist is the primary customer contact for assigned high-profile customer accounts and ensures all customer needs and expectations are met. They respond to inbound customer calls and emails regarding order inquiries regarding ship dates, problems, order changes, repairs, and RMA's. They assist other customer service associates with administrative duties. They communicate, collaborate, and support 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 is onsite or hybrid at our office in Baltimore or can be remote in the United States. The scheduled work hours for this position are 9 am - 6 pm EST.

Job Responsibilities

Essential Functions, Key Tasks, & Responsibilities: (include the following, other duties may be assigned)

• 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.

• Develop good working relationships with customers

• Ad hoc meetings with customers and Key Account Managers to ensure deadlines are met

• 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 customer's concerns are addressed thoroughly and accurately and to prevent line-down situations.

• Contribute and collaborate with the 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.

• Weekly meetings with Key Account Managers to discuss customer concerns and ensure customer expectations are met.

• Weekly meetings with customers to review open order reports.

• Develop good working relationships with customers.

• Deliver open order reports biweekly and meet to review with sales.

• Reach out to 3rd party warehousing as needed.

• Work in close collaboration with Key Account Managers to ensure exceptional customer service.

• Serve as primary contact for assigned portfolio of accounts.

• Work in customer portals.

• Additional duties as required.

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 essential functions.

Education and/or Experience Required:

• Minimum 3+ years customer service experience

• High School diploma or G.E.D.

• SAP, Salesforce, or a comparable CRM/Order Entry System experience

• Excellent interpersonal, written, and oral communication skills

• Must possess a professional, friendly attitude

• Ability to collaborate in a team environment and effectively work with internal and external customers

• Proficient 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

Preferred:

• Customer contact center experience

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 the 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.

Employee Benefits

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

• Bonus system

• Paid vacation

• Possibility to work remotely

• 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 “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