Customer Experience Account Manager

Customer Experience Account Manager serves as the primary customer contact for your assigned portfolio of accounts and ensure all customer needs and expectations are met. You will engage customers though Salesforce cases, calls, and email regarding order inquiry as to ship dates, problems, order changes, repairs and RMA's. You will act as the voice of the customer to other departments such as Technical Support, Logistics, Manufacturing, Key Account Managers, Product Managers, etc., to deliver on an excellent customer experience. Admin duties include order entry, expediting orders, change orders, returns, monitoring order status and resolving discrepancies.

Essential Functions, Key Tasks, & Responsibilities: (include the following, other duties may be assigned)

* Helps drive a positive customer experience by building relationships, exhibiting empathy, and providing solutions to their needs.

* Proactively engages customers to collect annual material forecasted

* review outstanding orders to ensure volume on order matches with forecasted demand.

* Tactfully challenge discrepancies on weekly calls with customers to insure alignment between both organizations.

* Processes transactions such as sales orders, product returns and exchanges.

* Act as a planner liaison between the business and the customer to ensure requested orders are built on time.

* Act as a Quality Control liaison between the business and the customer to execute any remediation plans that may arise.

* Act as a Material Manager liaison between the business and the customer to ensure forecasted demand will be available on time.

* Achieves profitable growth to meet team and individual goals while enabling an excellent customer experience.

* Applies the appropriate knowledge and expertise through ongoing learning and self-development.

* Utilizes available tools to stay current on promotional initiatives and help execute profitable growth through critical business drive times.

* Embraces our learning culture to continuously improve existing skills while acquiring new ones in support of our customer obsession and advancing your contribution

* Must be able to work in a fast-paced environment with multiple competing tasks and demands.

* Strong analytical, critical thinking skills, and problem solving skills.

* Must have high level of interpersonal skills and the ability to handle sensitive and confidential situations.

* Demonstrate calmness under pressure and maintain ability to be accurate and factual

Required Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SAP experience in SD (Sales & Distribution), including advanced returns management & planning

Experience in Salesforce CRM as a primary method of managing cases and customer requirements/inquiries

Experience in Salesforce CRM in Queue capacity

Education and/or Experience

Minimum 2 years' experience working in a customer facing service role.

Minimum 2 years' experience working in an account manager role.

Minimum 2 years' experience working for a manufacturer.

Associate degree in business administration or equivalent

Must possess a professional, friendly attitude and strong telephone handling skills to be able to quickly develop a rapport with internal and external customers over the phone

Excellent interpersonal, written, and oral communication skills

Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment

Preferred but not required:

SAP (P01) experience

Experience working in Danfoss, or a similar business that has matrix organizations across different countries/regions

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.

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.