Specialist, Global Customer Care

Danfoss; Neumünster; Vor Ort; EUR 40.000 - 60.000; Vollzeit

Zusammenfassung

A global engineering company is seeking a Specialist, Global Customer Care in Neumünster, Germany. This role involves leading customer service projects, optimizing processes, and collaborating with global teams to enhance customer satisfaction. The ideal candidate has over 5 years in customer service within the manufacturing sector and strong ERP experience, ideally with SAP. The position offers a bonus system and opportunities for professional growth.

Leistungen

Bonus system

Pension plan

Personal insurance

Communication package

State-of-the-art virtual work environment

Employee Referral Program

Qualifikationen

• Minimum 5 years in a Customer Service role.
• 5+ years of experience in the manufacturing industry.
• 5+ years of ERP experience, preferably SAP.

Aufgaben

• Lead customer care-related projects globally.
• Support implementation of Customer Care systems.
• Monitor key performance indicators (KPIs) for improvement.

Kenntnisse

Customer Service experience

ERP experience

Communication skills

Problem-solving skills

Supply chain knowledge

Ausbildung

Bachelor's degree or equivalent experience

Tools

SAP

Salesforce

Jobbeschreibung

The Impact You'll Make

Danfoss is seeking a Specialist, Global Customer Care, to enhance our Customer Care team's ability to deliver an outstanding customer experience. This role will drive efficiency, provide comprehensive process alignment, and cultivate a culture of continuous improvement across all regions.

As a Specialist, Global Customer Care, you will play a critical role in shaping our global customer care strategy. You will collaborate closely with customer care teams worldwide, as well as with global supply chain and sales teams. Your focus will be on optimizing processes, analyzing data, leading improvement projects, and implementing strategic initiatives to maximize customer satisfaction and commercial effectiveness on a global scale.

This position is open in Europe, preferably in Slovakia (Dubnica nad Vahom), Germany (Neumuenster) or Denmark (Nordborg). In this role, you will be expected to work from one of these offices to stay connected with our team.

What You’ll Be Doing

• Global Customer Care Projects – lead or participate in customer care related projects globally
• Support projects to implement and improve Customer Care systems: EDI, SAP (ERP), Salesforce (CRM), and TMS.
• Lead or support Customer Care process integrations for mergers and acquisitions
• Process Improvement and Optimization – global process ownership or facilitation for Order Management Processes
• Implement process improvements in collaboration with teams and ensuring seamless integration with existing systems.
• Ensure global processes are being followed, efficient, and compliant
• Support process development and documentation
• Collaborate with team leaders and management to develop and implement strategies to address customer pain points and improve satisfaction.
• Drive to improve Customer Loyalty Index scores by Customer Care improvement activities globally
• Performance Monitoring – monitor key performance indicators (KPIs) related to team metrics and identify areas for improvement
• Quality and Continuous Improvement – promote quality and continuous improvement initiatives within Danfoss Power Solutions.

What We're Looking For

Required (basic) qualifications

• Bachelor's degree or equivalent experience (minimum 5 years in a Customer Service role).
• 5+ years of experience in Customer Service in the manufacturing industry.
• 5+ years of ERP experience, preferably SAP.

Preferred qualifications

• Knowledge of supply chain, logistics, and sales processes.
• Excellent communication skills at all organizational levels.
• Solution-oriented problem-solving skills.
• Passion for improving customer experience.
• Strong business acumen.
• Successful experience working on global teams.
• EDI setup and maintenance experience.

Job Criteria

• Ability to build and maintain strong relationships with internal teams.
• Ability to communicate effectively with customer's senior management.
• Solid decision-making skills.
• Self-motivated and proactive.
• Ability to simplify complex information and drive action.
• Willingness to travel (approximately 30%).
• Ability to work in an office environment.

What You’ll Get from Us

• Bonus system
• Pension plan
• Personal insurance
• Communication package
• Opportunity to join Employee Resource Group
• State-of-the-art virtual work environment
• Employee Referral Program

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

Ready to Make a Difference?

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.