Customer Service Specialist at Danfoss

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. You will ensure that all customers’ requirements and needs are completely met while upholding the company vision and mission. Extreme tact, sensitivity and professionalism are necessary as you will have daily contact with customers and will be a direct influence on their satisfaction.

Job Responsibilities

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

• Answering inbound calls from customers with various questions and enquiries about Danfoss’s products and services.
• Reviewing of project specifications and product selection to quote.
• Handling general pre- and post-sales customer queries, orders, and claims.
• Partnering with customers in conversation over phone or email to determine what products they need and by when.
• Providing technical support & advisory on the phone or via e-mail.
• Collaborating with sales, transportation, fulfilment, and warehouse teams to ensure that we are delivering on our customer’s expectations.
• Conducting analysis of a customer’s forecast, trends in orders, and contract details to ensure we are staying ahead of their needs.
• Supporting fellow Customer Service team members, as needed, to ensure the team can achieve annual goals.
• Registering all customer queries on CRM (Salesforce.com), following-up and escalating when needed.
• Managing data quality in SAP and CRM system.
• Preparing reports for Customer Services Manager including weekly report of prepared quotations and pending items.

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.

• Matric is essential.
• Minimum 2 years’ experience in Customer services either in an inbound/outbound call centre environment or client facing role.
• You should also have extensive experience working in SAP (minimum 3 years). Experience on Salesforce.com would be an added advantage.
• Strong interpersonal and communication skills.
• Great attention to detail with ability to multi-task.
• Problem solving and time management competence.
• Customer Centric.
• Results driven yet tactful and professional.
• Very good problem solving, organizing and perseverance skills.
• Open to change and looking for continuous improvement areas in processes.
• Team player.
• Fluency in English essential. Proficiency in an African language would be an added advantage.
• Sound presentation skills would be beneficial.