CASY-MSCCN Jobs

Director Customer Care - Americas Requisition ID: 37985 Job Location(s): Ames, IA, US Eden Prairie, MN, US Job Description Danfoss is seeking a strategic and customer-oriented Director to lead the Americas Region. This role will be responsible for a large regional team of managers and customer service representatives that dedicated to processing and managing customer orders for DPS. The role will work with other regional directors to develop, communicate, and implement a global vision within the Customer Care community. The Director will engage with cross-functional teams to ensure uniform adherence to Order Management processes worldwide and address any non-conformities. Furthermore, close collaboration with Global Supply Chain leaders will be required to guarantee that order fulfilment processes are cohesive, efficient, and aligned with customer and DPS requirements. As our Customer Care Director, you will provide and facilitate communications/interactions among your direct team members, between various functional teams, and customers. You will resolve differences and/or conflict situations effectively using Danfoss leadership philosophies; help to remove barriers. We are looking for a strong leader to come up with ways to continuously improve the customer experience, guide and develop the team, and create a positive and productive team environment. The Director will be a key member of the Customer Care Leadership Team. This position can be based in either Ames, IA or Eden Prairie, MN. Job Responsibilities Responsibilities of this position include, but are not limited to, the following. Leadership & Strategy: lead and mentor Customer Care Managers, fostering a culture of continuous improvement and customer-centricity mindset Define and establish best practices, workflows, and processes to ensure consistent and world-class customer experience. Manage a team that responds to customers inquiries, resolves issues, acknowledges feedback and provides outstanding service Implement and execute policies and procedures to facilitate a quality customer care experience Cross functional collaboration: ensure collaboration with supply chain, finance, pricing, operations for seamless operations Improve customer experience by elevating the customer service team Establishes performance metrics for customer service representatives Promote a culture of customer advocacy within the organization, emphasizing the importance of prioritizing customer needs and satisfaction Promote high quality in customer service activities Analyse data related to customer delivery performance and drive change within the stakeholders, managing allocation of products when needed. Manage department budget Travel up to 25% Background & Skills Bachelors Degree; MBA preferred 5+ years working in a customer facing position 5+ years of experience in a management level position Experience implementing new processes and leading digital transformation projects Previous experience working in the manufacturing industry Fundamental knowledge in supply chain / logistics Excellent communication skills with all levels of the organization Effective and solution-oriented problem solving Frontline passion to improve the customer experience High degree of business acumen At Danfoss, we believe that a diverse and inclusive workplace fosters creativity, innovation, and a broader perspective in decision-making. When you consider this job posting, do you feel like your profile is not a perfect match? Numerous studies have found that women and people of color are more likely to apply only when they meet all requirements listed in the job posting. Even if you do not check all the boxes, we encourage you to apply anyway. We are curious to find out how you can bring new insights to the role or to Danfoss as an organization. Employee Benefits We are excited to offer you the following benefits with your employment: Bonus system Paid vacation Flexible working hours Possibility to work remotely ension plan Personal insurance Communication package Opportunity to join Employee Resource Groups State of the art virtual work environment Employee Referral Program This list does not promise or guarantee any particular benefit or specific action. They may depend on country or contract specifics and are subject to change at any time without prior notice. 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.