Service Administrator

at  Danfoss

JOB DESCRIPTION

Danfoss is seeking an enthusiastic Customer Service Representative to establish and maintain good relationships with customers on behalf of the company by taking complete responsibility for each customer account as assigned. You will ensure that all customers’ requirements and needs are completely met while upholding the company vision and mission. Extreme tact, sensitivity and professionalism are necessary as you will have daily contact with customers and will be a direct influence on their satisfaction.

BACKGROUND & SKILLS

The ideal candidate possesses these skills:

• Minimum 5 years’ Service administration/Coordination position within a manufacturing/ engineering organisation
• Strong customer focus
• Professional phone manner
• Ability to build a strong rapport with customers.
• Experience using SAP and Salesforce
• Basic understanding of the supply chain process
• Strong problem-solving and time management skills
• Flexible and can deal with change

Responsibilities for this position include but are not limited to the following:

• All administration duties for the service department.
• Handling all service email enquiries, requests and complaints from customers, service partners, service technicians, sales and internal sales staff (Australia & New Zealand wide).
• Process all incoming internal and external service requests received by phone, emails, web etc accurately into SAP/Salesforce.
• Book in and co-ordinate onsite service requests and workshop repairs.
• Arrange stock for onsite, workshop & cross border repairs.
• Handle all warranty & goodwill service requests.
• Create the quote to the customer, invoice to the customer and authorize payment to the partner company.
• Invoice for service onsite, workshop and cross border repairs (Globally).
• Arrange inbound (when necessary) & outbound freight collection.
• Create a suitable service report to the customer, based on service engineer report and in collaboration with the internal service team.
• Coordinate & maintain the list of support, application and service engineers participating Australia on-call roster.
• Quote and promote services whenever the opportunity arises.
• Liaise with the sales team and service partners on service-related issues and needs and escalate any unresolved matters.
• Maintain good relationships with service partner network and with both internal & external customers.