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Danfoss engineers tomorrow - today. The world is changing fast and as it evolves, customer needs and expectations change rapidly. Megatrends within digitalization, electrification, urbanization, climate change and food supply all affect Danfoss and the way we add value to our customers. Privately held, Danfoss employs 27,000 employees worldwide.

 One of the initiatives to address digitalization is Digital Customer Experience (DCE), with the objective of step-changing and differentiating the end-to-end touchpoints with all customer segments across the Group. Danfoss is looking for a Head of Customer Service Excellence to lead the improvement of service we provide our customers through the introduction of CSC best practices globally. Danfoss has established customer service centers worldwide over recent years. Your role will be to lead the CSC community to maximize the impact of customer service centers through the introduction

of

common standards, best practice sharing and challenging the status quo. 

 Areas of Responsibilities 

You will drive and detail Danfoss global CSC agenda, plan and lead projects globally and to do this, you will interact closely with stakeholders across the Group to understand and where necessary, challenge existing business practices, whilst seeking new opportunities to improved customer experience. Furthermore, you will continuously improve our customer service related processes and thereby develop “Customer Service” into a well-recognized core discipline within Danfoss.  

 

You will establish Best in Class Customer Service for Danfoss Group based on your extensive customer service experience to define the strategy and roadmap for CSC going forward. You will be instrumental in driving digital development where appropriate and challenge existing use of service delivery models to establish a measurable impact on the customer experience.Reporting to the Head of Customer Experience, Danfoss Business Systems.

 Key responsibilities

  • Increase Customer Loyalty by ensuring effortless interactions between customers and CSC

  • Decrease internal complexity by ensuring consistency in our internal processes and eliminate internal inefficiencies

  • Improve integration/collaboration with areas of the business necessary to improve service to our customer

  • Introduce common process documentation, training and measurement

  • Drive the CSC community globally to create common standards, exchange ideas and challenge the status quo

  • Define and deploy new functionality and act as a change agent to secure its adoption

  • Monitor CSC performance to establish insight driven continuous improvements

Minimum requirements to working experience

Minimum 5-10 years Customer Service (also as Consultant) in global environment (either B2C or B2B) Significant experience in the field of Customer Service/Call Center. Extensive experience in leading people/teams and project management. Ideally you have worked with or you have implemented Salesforce.com as our CRM platform.

  • Experience in establishing and managing customer service centers and in optimizing key service processes
  • Extensive Sales, Service or Marketing experience, strong business insights and project management skills.
  • Familiar with new solutions inside the field of e-commerce, e-business and Digital Marketing
  • Preferably have a track record in delivering customer service excellence having a mixture of operational management and/or specialist consulting expertise.
  • Strong drive and ability to lead in complex structures with multiple stakeholders

Minimum requirements to educational background 

  • Masters Degree in Business, Technology, Management or equivalent

Essential personal characteristics 

  • Customer Focus, Passion for creating positive Customer Experience
  • Strategic/visionary thinking combined with a “hands on” mentality to get things done.
  • Strong Influencing skills and communication skills
  • Strong drive and passion for results: Change Leadership
  • Excellent communication skills
  • Delivery and results oriented
  • Flexible and prepared for global travel activities

Other aspects 

  • Location is open but Northern Europe preferred

  • Fluent in English

  • Expect around 50% travel activity.

Please apply at your earliest convenience. We do not have an application deadline but accept applications as long as the job is posted.The position will be closed down once we have found the right candidate.Company ProfileWatch how Danfoss is Engineering tomorrow, here


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