Customer Services Specialist at Danfoss

Job Description

Applications are invited from experienced and enthusiastic Customer Services Specialist for an opportunity based in Johannesburg, South Africa.  The role focusses on ensuring service excellence and enhancement of customer loyalty through identifying opportunities to better serve the customer while addressing customer support requests and perform outbound sales activities.

The role reports into the Customer Services Manager.

Job Responsibilities

Responsibilities for this position include but are not limited to

• 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

Background and experience:

• 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.

The ideal candidate will possess the following skills/attributes:

• 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

• English essential.  Proficiency in an African language would be an added advantage

• Sound presentation skills would be beneficial.