What are the responsibilities and job description for the CUSTOMER CARE MANAGER position at Danfoss?
Requisition ID : 42093
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Job Location(s) : Van Wert, OH, US
Job Description
Danfoss is seeking a strategic and customer-oriented Manager to lead the NAM Customer Care team. You will be responsible for leading the regional team of customer service representatives that input and manage customer orders for all DPS. You will work with the Americas Director to develop, communicate, and implement a global vision within the NAM Customer Care and sales community. The leader will work with cross-functional teams to ensure standard Order Management processes and practices are followed regionally and address non-conformance. The Manager will be expected to work closely with the local sales leaders, supply chain leaders, and various team leads in region to ensure order fulfillment processes are aligned, effective, and meet the needs of customers and DPS. In this role, you will provide and facilitate communications / interactions among your direct team members, between various functional teams, and customers. Resolve differences and / or conflict situations effectively using Danfoss leadership philosophies; help to remove barriers.
We are looking for a strong leader to come up with ways to continuously improve the customer experience, guide and develop the team, and create a positive and productive team environment. The Manager will be a key member of the Americas Customer Care Leadership team, reporting directly to the Director, Customer Care – Americas Region.
Job Responsibilities
Responsibilities for this position include, but are not limited to, the following.
Staff meetings, 1 : 1 meeting, monitor KPI’s, delegate tasks, monitor progress of projects. Cascade communication and people development.
Implement agreed strategies, processes, and activities.
Communicate with customers, monitor projects to keep customers focus and drive culture of customer mindset.
Align with the Customer Care Director Global Processes to drive a culture focus to improve customer experience.
Promote quality and continuous improvement.
Lead 8D’s investigations to mitigate quality errors. Guarantee teams follow through on agreed processes that meets IATF 16949 and ISO 9001 standards.
Constant communication with Supply Chain leaders about order fulfilment, weekly planning alignment meetings.
Analyze data related to customer delivery performance and drive change within the stakeholders, managing allocation of products when needed.
Coordinate team activities to perform requested tasks, organize projects. Schedule and drive meetings to improve communication and resolve conflicts.
Coaching sessions with managers and employees to help resolve conflicts, develop individual plans to improve skills and areas that required development.
Background & Skills
Required (basic) qualifications
University degree and / or 5 years of experience (Bachelor or Master)
Five years’ experience in management level position
Minimum Five years’ experience in Customer Service roles
Minimum 2 years with global teams
Previous experience in the manufacturing industry
Preferred qualifications
Fundamental knowledge in supply chain / logistics
Excellent communication skills
Effective and solution-oriented problem solving
Job Criteria
Ability to communicate with customer’s senior management team
Solid decision-making ability
Intercultural competency
Strategic mindset
Ability to simplify complex topics into main points and make them actionable
Willingness to travel 20-30%
Employee Benefits
We are excited to offer you the following benefits with your employment :
Bonus system
Paid vacation
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.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, 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.
