Lead, CSC Excellence

1 week ago

Oragadam Chennai Tamil Nadu, India Danfoss Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Requisition ID:

45745

Job Location(s):

Oragadam, IN

Employment Type:

Full Time

Segment:

Danfoss Power Electronics and Drives Seg

Job Function:

Sales

Work Location Type:

On-site

The Impact You'll Make

The Customer Excellence Lead – SD is responsible for driving customer satisfaction, ensuring flawless execution of Sales & Distribution (SD) processes, and acting as a bridge between customers, sales, and internal operations. The role focuses on improving the end-to-end customer experience, resolving escalations, and embedding best practices in order management and delivery.

What You'll Be Doing

Customer Experience Management

  • Serve as the primary escalation point for customer issues within the SD function.

  • Monitor and track customer service levels, ensuring alignment with agreed SLAs.

Sales & Distribution Process Excellence

  • Oversee order-to-cash (O2C) processes to ensure efficiency, accuracy, and compliance.

  • Collaborate with logistics, supply chain, and sales teams, Global team to resolve bottlenecks.

Continuous Improvement

  • Identify gaps in customer experience and recommend process/system improvements.

  • Drive adoption of automation and digital tools in the SD process.

  • Support changing management initiatives to improve customer engagement.

Collaboration & Stakeholder Engagement

  • Partner with sales managers to understand customer needs and align solutions.

  • Provide feedback to cross-functional teams (logistics, finance, supply chain) to address recurring issues.

  • Lead customer review meetings, present insights, and track action items.

Performance & Reporting

  • Track customer service KPIs (OTIF, order cycle time, complaints resolution, etc.).

  • Prepare dashboards and reports for leadership on customer experience performance.

  • Ensure compliance with audit requirements in order processing and customer communications.

What We're Looking For

  • Excellent customer care skills (verbally and written)

  • Excellent communication skills in English

  • Excellent knowledge on commercial terms and conditions.

  • Customer focused attitude

  • SAP experience in a Sales / Customer Service environment and others CRM Systems, such as

Ready to Make a Difference?

If this role excites you, we'd love to hear from you Apply now to start the conversation and learn more about where your career can go with us.

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.

.

Danfoss engineers solutions that increase machine productivity, reduce emissions, lower energy consumption, and enable electrification.

Our solutions are used in such areas as refrigeration, air conditioning, heating, power conversion, motor control, industrial machinery, automotive, marine, and off- and on-highway equipment. We also provide solutions for renewable energy, such as solar and wind power, as well as district-energy infrastructure for cities.

Our innovative engineering dates back to 1933. Danfoss is family-owned, employing more than people, serving customers in more than 100 countries through a global footprint of 95 factories.

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