Customer Service Representative

4 weeks ago

Oragadam, Tamil Nadu, India Danfoss Full time

Job Summary

We are seeking a highly skilled and experienced Customer Service Representative to join our team at Danfoss. As a key member of our Customer Service team, you will be responsible for providing exceptional customer service and support to our customers, ensuring their needs are met and exceeded.

Key Responsibilities

  • Manage customer orders, queries, cases, and other mediums to ensure timely and efficient resolution.
  • Work closely with the Customer Service team to support colleagues locally and internationally.
  • Identify and resolve issues proactively, using excellent knowledge of SAP and a high customer focus.
  • Handle all logistics requests with internal stakeholders and global production sites.
  • Execute order-related activities, such as order entry, Proforma Invoices, and Deliveries, as per guidelines.
  • Generate and circulate business reports covering financial parameters of respective segments and divisions.
  • Responsible for customer, sales, warehouse, logistics, finance, and fulfillment for order delivery as per agreed PO terms.
  • Support front-line sales teams in enabling improved service and efficiency.
  • Handle import and Hi-sea sale orders from customers.
  • Responsible for creating new customer accounts and maintaining business databases in SAP.
  • Order follow-up with partners and sales as per open opportunities.
  • Prepare partner agreements annually and whenever new partners are assigned.
  • Track rebates quarterly and settle.
  • BI reporting and SF reporting.
  • Improve CLI score and transaction score.
  • Run different projects for various parameters.
  • Reduce case closure reports and strategy.

Success Criteria

  • Customer surveys show that the region delivers unique customer service.
  • We are constantly #1 or #2 benchmarked to customer service and on-time delivery within our industry.
  • Internal KPIs, including KPIs for managing and leading people, are met or outperformed.
  • Evidence of excellent collaboration with key stakeholders within segments and regions.
  • Maintaining team synergy and good team performance.

Requirements

  • You can manage your own workload and support the team to deliver tasks within agreed timelines.
  • Excellent customer care skills (verbally and written).
  • Excellent communication skills in English and Hindi.
  • Customer-focused attitude.
  • SAP experience in a sales/customer service environment and other CRM systems.
  • Understanding of typical supply chain/logistics.
  • Used to working under pressure.
  • Commercial knowledge on terms and conditions.

Background & Skills

  • Any Bachelor's degree.
  • Minimum 3-5+ years of customer service order management in a back office or related environment.

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