AddressJob Description
Danfoss is seeking an enthusiastic Customer Service Representative to establish and maintain good relationships with customers on behalf of the company by taking complete responsibility for each customer account as assigned. You will ensure that all customers’ requirements and needs are completely met while upholding the company vision and mission. Extreme tact, sensitivity and professionalism are necessary as you will have daily contact with customers and will be a direct influence on their satisfaction.
Job Responsibilities
- All administration duties for the service department.
- Handling all service email enquiries, requests and complaints from customers, service partners, service technicians, sales and internal sales staff (Australia & New Zealand wide).
- Process all incoming internal and external service requests received by phone, emails, web etc accurately into SAP/Salesforce.
- Book in and co-ordinate onsite service requests and workshop repairs.
- Arrange stock for onsite, workshop & cross border repairs.
- Handle all warranty & goodwill service requests.
- Create the quote to the customer, invoice to the customer and authorize payment to the partner company.
- Invoice for service onsite, workshop and cross border repairs (Globally).
- Arrange inbound (when necessary) & outbound freight collection.
- Create a suitable service report to the customer, based on service engineer report and in collaboration with the internal service team.
- Coordinate & maintain the list of support, application and service engineers participating Australia on-call roster.
- Quote and promote services whenever the opportunity arises.
- Liaise with the sales team and service partners on service-related issues and needs and escalate any unresolved matters.
- Maintain good relationships with service partner network and with both internal & external customers.
Background & Skills
- Minimum 5 years’ Service administration/Coordination position within a manufacturing/ engineering organisation
- Strong customer focus
- Professional phone manner
- Ability to build a strong rapport with customers.
- Experience using SAP and Salesforce
- Basic understanding of the supply chain process
- Strong problem-solving and time management skills
- Flexible and can deal with change
Employee Benefits
- Salary Package including a performance based incentive
- Access to company-paid parental and partner leave
- Access to Health and Wellbeing programs
- Employee Assistance Program for you and your family
- Recognition Programs
Danfoss – Engineering Tomorrow
At Danfoss, we are engineering solutions that allow the world to use resources in smarter ways - driving the sustainable transformation of tomorrow. No transformation has ever been started without a group of passionate, dedicated and empowered people. We believe that innovation and great results are driven by the right mix of people with diverse backgrounds, personalities, skills, and perspectives, reflecting the world in which we do business. To make sure the mix of people works, we strive to create an inclusive work environment where people of all backgrounds are treated equally, respected, and valued for who they are. It is a strong priority within Danfoss to improve the health, working environment and safety of our employees. Following our founder’s mindset “action speaks louder than words”, we set ourselves ambitious targets to protect the environment by embarking on a plan to become CO2 neutral latest by 2030. Danfoss is an EO employer and VEVRAA Federal Contractor. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or other protected category.
