Customer Services Supervisor

Danfoss GmbH; Osasco; Híbrido; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A global engineering company is seeking a Customer Service Supervisor to lead a team in ensuring excellent service and efficient problem resolution. The ideal candidate will have a Bachelor’s degree and at least three years of team management experience, proficiency in SAP and Salesforce, and fluency in Spanish, English, and Portuguese. The role offers a hybrid work environment and benefits including a 13th salary and annual bonuses.

Serviços

13th salary

Annual bonus

Paid vacation

Pension plans

Personal insurance

Qualificações

• Minimum of 3 years of experience managing customer service teams.
• Intermediary/advanced level in Spanish, English, and Portuguese.

Responsabilidades

• Manage sales orders and analyze backorder items.
• Ensure excellence in customer service and resolve issues.
• Monitor and achieve KPIs established for the customer service area.

Conhecimentos

Customer service excellence

Leadership

Problem-solving

Technical support

Communication in Spanish, English, and Portuguese

Formação académica

Bachelor’s degree in business administration or related field

Ferramentas

SAP

Salesforce

Descrição da oferta de emprego

Select how often (in days) to receive an alert: Create Alert

Segment: Danfoss Power Electronics and Drives Seg

Job Function: Sales

Work Location Type: Hybrid

The Impact You'll Make

The Customer Service Supervisor is responsible for leading and supervising a customer service team focused on the Latin American Drivesmarket. This professional will ensure excellent service, efficient problem resolution, and customer satisfaction, utilizing SAP and Salesforce as primary tools. Additionally, they will be responsible for monitoring and achieving the KPIs established for the area.

What You’ll Be Doing

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

• Management and control of sales orders
• Perf orm analysis with the planning team to contribute to the management of backorder items
• Customer service by telephone and salesforce
• Interaction with other departments (Fulfillment, Logistics, Finance, Production
• Commission registration and control
• Forecast control for Key Accounts.
• Act in solving problems related to internal processes and customers’ requirements
• Support for representatives, distributors and sales employees
• Management and control of returns and credit notes
• Management of orders for other Operations (Ex. Bonus, Donation and Sample)
• Compliance with internal rules and policies
• Relations to the global customer service team.

You will be mainly accountable for:

Leadership and Team Management:

• Supervise and guide a team of customer service, providing training, coaching, and ongoing feedback
• Ensure the team is aligned with company objectives and customer service best practices.
• M anage work schedules, time off, and other administrative matters for the team
• Foster a positive and collaborative work environment.

Customer Service:

• Ensure excellence in customer service by answering questions, resolving issues, and providing technical support
• Act as an escalation point for complex or sensitive issues
• Monitor the quality of service provided by the team, identifying areas for improvement and implementing corrective actions
• Ensure all customers are treated with courtesy and professionalism.

SAP and Salesforce:

• Use SAP and Salesforce to manage customer information, orders, complaints, and other customer service-related activities
• Ensure the team is properly trained in the use of SAP and Salesforce. Identify opportunities to optimize customer service processes through the efficient use of these tools
• Generate reports and analyses in SAP and Salesforce to monitor team performance and identify trends.

KPIs and Goals:

• Monitor and analyze customer service KPIs, such as average response time, problem resolution rate, customer satisfaction, and other relevant indicators
• Identify trends and opportunities for improvement based on KPI data
• Implement actions to achieve and exceed established goals for the department
• Provide regular reports on team performance and KPI results.
• Identify opportunities for improvement in customer service processes
• Implement innovative solutions to optimize service efficiency and quality
• Stay up to date on customer service market trends and best practices
• Participate in continuous improvement projects across the organization.

What We're Looking For

Required Qualifications

• Education: Bachelor’s degree in business administration, Marketing, Communications, or related fields
• Spanish, English and Portuguese(Intermediary/advanced level)

Preferred Qualifications

• At least 3 years of proven experience managing customer service teams

Job Criteria

• Knowledge of business processes
• Completed Office package
• Knowledge on SAP, SalesForce or similar systems.

What You'll Get from Us

• We promote from within and support your learning with mentoring, training, and access to global opportunities.
• You’ll have flexibility, autonomy, and support to do your best work while maintaining a healthy work-life balance. Your well-being matters to us.
• We strive to create an inclusive work environment where people of all backgrounds are respected, and valued for who they are.
• You’ll receive benefits like 13th salary, annual bonus, paid vacation, pension plans, personal insurance, and more. These vary by country and contract, but they’re worth asking about—we think they’re pretty great.

Ready to Make a Difference?

If this role excites you, we’d love to hear from you! Apply now to start the conversation and learn more about where your career can go with us.

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.

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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 39.000people, serving customers in more than 100 countries through a global footprint of 95 factories.