Customer Service Specialist

• Sales Order Entry (all Product Lines as required)

• Handle and process customer orders across multiple channels (e.g., online, phone, email, Salesforce) ensuring precise data entry into the order management system
• Link email communications and receipt of order in SF to capture all requirements
• Check ABN to ensure the PO matches to the Customer Setup in SAP
• Check pricing is correct for every line in the order
• Check route and if airfreight requested ensure orders are updated and items shipped correctly
• Date plan when keying orders - no stock stealing
• Ensure all returns are investigated and processed as per company procedure

• Clearly define reason for return
• Does it comply with Danfoss policy
• Do we transact the item or was it a special order
• Seek approval for return or credit prior to responding to the customer
• Price & Availability Enquiries

• Address and manage basic pricing and availability inquiries from both internal and external customers.
• Order Fulfilments: Collaborate with Fulfilment, Logistics, and shipping teams to ensure orders are fulfilled and delivered accurately and on time.
• Customer (external & internal) Communication:

• Serve as the main contact for customers regarding order status via phone or email
• Delivery updates, and any issues
• Keep the Sales Team updated
• Sales Order Tracking / Monitoring:

• Track and monitor the progress of orders from start to finish
• Address any delays or discrepancies (ETA's)
• Keep customers updated throughout the process via open order reports
• Data Management: Ensure accurate and current order records, including order history, returns, exchanges, and data integrity.
• Problem Resolution: Address and resolve issues related to orders, including discrepancies, financial and product return credits, damages, and customer credit blocks.
• Reporting: Create and analyse reports on order performance, customer satisfaction, and sales forecasting based on order data. Provide insights and recommendations for process improvements.
• Process Improvement: Regularly assess and refine order management processes to boost efficiency, accuracy, and overall customer experience.
• Team Support - support the team with enquiries and order entry when your daily allocated orders have been completed
• Other tasks as assigned

• Minimum 5 years Customer Service Officer or Internal Sales Coordinator experience within a mechanical/industrial engineering organization
• Excellent communication skills and experience handling high volume enquiries
• Ability to provide high-level customer service to internal and external stakeholders
• Enjoy talking to customers over the phone and
• Ability to build a strong rapport with customers
• Experience using SAP and Salesforce
• Basic understanding of the supply chain process
• Strong problem-solving skills
• Flexible and can deal with change
• Tertiary qualifications in Mechanical Engineering or basic mechanical aptitude preferred but not essential.

• We promote from within and support your learning with mentoring, training, and access to global opportunities.
• You'll have flexibility, autonomy, and support to do your best work while maintaining a healthy work-life balance. Your well-being matters to us.
• We strive to create an inclusive work environment where people of all backgrounds are respected, and valued for who they are.
• You'll receive benefits like 13th salary, annual bonus, paid vacation, pension plans, personal insurance, and more. These vary by country and contract, but they're worth asking about-we think they're pretty great.

Danfoss