Customer Service Specialist Requisition ID: 45353 Job Location(s): Melbourne, AU Employment Type: Full Time Segment: Danfoss Power Electronics and Drives Seg Job Function: Sales Work Location Type: On-site **The Impact You'll Make** The Customer Service Specialist is responsible for the management of customer accounts from the initial sales enquiry, providing quotations through to ensuring the customer receives their delivery on-time. **What You’ll Be Doing** + 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 **What We're Looking For** + 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. **What You'll Get from Us** 1. We promote from within and support your learning with mentoring, training, and access to global opportunities. 2. 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. 3. We strive to create an inclusive work environment where people of all backgrounds are respected, and valued for who they are. 4. 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. **Ready to Make a Difference?** If this role excites you, we’d love to hear from you! Apply now to start the conversation and learn more about where your career can go with us. 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. . Danfoss engineers solutions that increase machine productivity, reduce emissions, lower energy consumption, and enable electrification. Our solutions are used in such areas as refrigeration, air conditioning, heating, power conversion, motor control, industrial machinery, automotive, marine, and off- and on-highway equipment. We also provide solutions for renewable energy, such as solar and wind power, as well as district-energy infrastructure for cities. Our innovative engineering dates back to 1933. Danfoss is family-owned, employing more than 39.000 people, serving customers in more than 100 countries through a global footprint of 95 factories. Danfoss engineers solutions that increase machine productivity, reduce emissions, lower energy consumption, and enable electrification. Our solutions are used in such areas as refrigeration, air conditioning, heating, power conversion, motor control, industrial machinery, automotive, marine, and off- and on-highway equipment. We also provide solutions for renewable energy, such as solar and wind power, as well as district-energy infrastructure for cities. Our innovative engineering dates back to 1933. Danfoss is family-owned, employing more than 39.360 people, serving customers in more than 100 countries through a global footprint of 95 factories.