NA Customer Care Manager: Order Management & CX

Danfoss; Ames (IA); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Bonus system

Paid vacation

Retirement plan

Flexible working hours

Personal insurance

Employee Resource Groups

Job summary

Danfoss is seeking a strategic, customer-focused Manager, Customer Care – North America to lead a team responsible for managing customer orders across Danfoss Power Solutions, delivering an exceptional customer experience.

Reporting to the Director, Customer Care – Americas, this role will drive cross-functional collaboration, implement strategic initiatives, and develop team capabilities while upholding quality standards and a customer-centric culture.

Qualifications

• Bachelor’s or Master’s degree from an accredited institution.
• Minimum of five years of experience in a management or leadership role.
• Minimum of five 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.

Responsibilities

• Lead, coach, and develop the North America Customer Care team through regular performance discussions and development planning.
• 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 (IATF 16949 and ISO 9001) and support continuous improvement efforts.
• Lead root cause investigations and corrective actions using structured problem-solving tools (8D).
• Serve as a key customer escalation point, proactively communicating with customers and driving issue resolution.

Skills

Leadership

Customer focus

Strategic thinking

Cross-functional collaboration

Global team experience

Education

Bachelor’s or Master’s degree

Job description

Danfoss is seeking a strategic, customer-focused Manager, Customer Care – North America to lead a team responsible for managing customer orders across Danfoss Power Solutions, delivering an exceptional customer experience.

Reporting to the Director, Customer Care – Americas, this role will drive cross-functional collaboration, implement strategic initiatives, and develop team capabilities while upholding quality standards and a customer-centric culture.