Customer Service Lead
4 weeks ago
Job Summary
We are seeking a highly skilled Customer Service Lead to join our team at Danfoss. As a key member of our Customer Service team, you will be responsible for managing customer orders, queries, and cases, as well as providing excellent customer care skills and communication skills in English and Hindi.
Key Responsibilities
• Manage customer orders, queries, and cases through excellent knowledge of SAP and other CRM systems
• Work with the larger Customer Service team to support colleagues locally and internationally
• Identify and resolve issues proactively and help customers and colleagues to efficiently manage requirements
• Handle all logistics requests with internal stakeholders and global production sites
• Execute order-related activities such as order entry, Proforma Invoices, and Deliveries
• 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
• Create new customer accounts and upkeep of business database in SAP
• Order follow-up with partners and sales as per open opportunity
• Prepare partner agreements year-by-year and whenever new partners are assigned
• Rebate tracking quarterly and settlement
• BI reporting/SF reporting
• Improve CLI score/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 for excellent collaboration with key stakeholders within segments and regions
• Maintaining team synergy and good team performance
Requirements
• Manage own workload and support 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 work under pressure
• Commercial knowledge on terms and conditions
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