Manager, Customer Care

Danfoss GmbH; Ames, Northern (IA, KY); Hybrid; USD 110,000 - 140,000; Full time

Benefits offered by this job

Bonus system

Paid vacation

Retirement plan

Flexible working hours

Personal insurance

Employee Resource Groups

State of the art virtual work env.

Employee Referral Program

Job summary

Danfoss GmbH is seeking a strategic Manager, Customer Care for North America with a track record of leading global customer service teams. You will drive order management, customer satisfaction, and cross-functional alignment with Sales, Supply Chain, and Operations.

Responsibilities include developing team capabilities, implementing initiatives, and mentoring staff to achieve service excellence across manufacturing environments.

Qualifications

• Bachelor’s or Master’s degree from an accredited institution.
• Minimum of five (5) years of experience in a management or leadership role.
• Minimum of five (5) years in customer service, customer care, or order management.
• Experience leading global teams or working within a global business environment.
• Experience managing employees across multiple locations and/or remote teams.
• Previous experience within a manufacturing environment.
• Fluent in English, both written and verbal.

Responsibilities

• Lead, coach, and develop the North America Customer Care team with KPIs.
• Foster continuous improvement, collaboration, and customer focus.
• Implement strategies and initiatives aligning with organizational goals.
• Ensure compliance with IATF 16949 and ISO 9001 standards.
• Lead root cause investigations and 8D problem solving.
• Serve as a key customer escalation point and drive issue resolution.
• Collaborate with Supply Chain, Sales, and Operations to align orders.
• Analyze data to identify trends and improvement opportunities.
• Lead cross-functional projects and drive collaborative problem solving.

Skills

Leadership

Customer service

Global teams

Communication

Strategic thinking

Education

Bachelor's or Master's degree

Job description

Job Category: Supply Chain and Operations

Work Location Type: On-site

Job Title: Manager, Customer Care - OEM

The Impact You'll Make

Danfoss is seeking a strategic, customer-focused leader to join our team as Manager, Customer Care – North America. This position will lead a team of customer service professionals responsible for managing customer orders across Danfoss Power Solutions (DPS) while ensuring an exceptional customer experience.

Reporting to the Director, Customer Care – Americas Region, the Manager, Customer Care – NAM will collaborate closely with Sales, Supply Chain, Operations, and other cross-functional teams to drive effective order management processes, improve customer satisfaction, and support business objectives. This role is responsible for developing team capabilities, implementing strategic initiatives, and fostering a culture of continuous improvement, accountability, and customer-centricity.

What You’ll Be Doing

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

• Lead, coach, and develop the North America Customer Care team through regular performance discussions, development planning, and monitoring of key performance indicators (KPIs).
• Foster a culture of continuous improvement, accountability, collaboration, and customer focus while supporting employee growth and engagement.
• Implement and execute customer care strategies, processes, and initiatives that align with departmental and organizational objectives.
• Ensure compliance with quality management standards, including IATF 16949 and ISO 9001 requirements, and support continuous improvement efforts across the organization.
• Lead root cause investigations and corrective action activities utilizing structured problem-solving tools, including 8D methodologies.
• Serve as a key customer escalation point, proactively communicating with customers, addressing concerns, and driving resolution of service-related issues.
• Collaborate with Supply Chain, Sales, Operations, and other stakeholders to ensure order fulfillment processes are aligned, efficient, and support customer expectations.
• Analyze customer service and delivery performance data to identify trends, opportunities, and improvement initiatives that enhance customer satisfaction and business performance.
• Lead and coordinate cross-functional projects, facilitate meetings, and drive collaborative problem-solving to achieve business objectives.

What We're Looking For

Required (Basic) Qualifications

• Bachelor’s or Master’s degree from an accredited institution.
• Minimum of five (5) years of experience in a management or leadership role.
• Minimum of five (5) years of experience in customer service, customer care, or order management functions.
• Experience leading global teams or working within a global business environment.
• Experience managing employees across multiple locations and/or remote teams.
• Previous experience within a manufacturing environment.
• Fluent in English, both written and verbal.

Preferred Qualifications

• Knowledge of supply chain, logistics, and order fulfillment processes.
• Experience implementing process improvements and driving operational excellence initiatives.
• Strong understanding of customer experience management and customer service best practices.
• Demonstrated experience leading cross-functional teams and influencing stakeholders.
• Proven track record of improving business performance through data analysis and strategic execution.
• Experience working within quality management systems and regulated manufacturing environments.

Job Criteria

• Excellent communication and interpersonal skills with the ability to influence at all levels of the organization.
• Strong customer focus and passion for improving the customer experience.
• Effective problem-solving and decision-making abilities with a solutions-oriented approach.
• Strong business acumen and strategic thinking capabilities.
• Ability to build relationships and collaborate effectively across cross-functional teams.
• Ability to communicate professionally with customer leadership and senior management teams.
• Demonstrated intercultural awareness and ability to work effectively in a global environment.
• Self-driven with the ability to simplify complex issues, manage competing priorities, and drive results.
• Willingness and ability to travel as business needs require.

What You'll Get from Us

At Danfoss, we believe that a diverse and inclusive workplace foster 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.

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

• Bonus system
• Paid vacation
• Retirement plan
• Flexible working hours
• Personal insurance
• Opportunity to join Employee Resource Groups
• State of the art virtual work environment
• Employee Referral Program

Our Commitment to Transparency

Salary ranges listed reflect only primary location and currency. For local salary ranges and specific benefits in your preferred hiring location, please ask your Talent Acquisition representative for more information.

The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. Any benefits listed do 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.

Want to know more? Please visit our F AQ Pag e .

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.