Req ID: 51582
Job Location: Ames, IA, US
Employment Type: Full Time
Segment: Danfoss Power Solutions Segment
Job Category: Supply Chain and Operations
Work Location Type: On-site
Job Title: Manager, Customer Care
The Impact You'll MakeDanfoss is seeking a strategic, customer-focused leader to join our team as Manager, Customer Care - North America. This position will lead a team of customer service professionals responsible for managing customer orders across Danfoss Power Solutions (DPS) while ensuring an exceptional customer experience.
Reporting to the Director, Customer Care - Americas Region, the Manager, Customer Care - NAM will collaborate closely with Sales, Supply Chain, Operations, and other cross-functional teams to drive effective order management processes, improve customer satisfaction, and support business objectives. This role is responsible for developing team capabilities, implementing strategic initiatives, and fostering a culture of continuous improvement, accountability, and customer-centricity.
What You'll Be DoingResponsibilities for this position include, but are not limited to, the following:
- Lead, coach, and develop the North America Customer Care team through regular performance discussions, development planning, and monitoring of key performance indicators (KPIs).
- Foster a culture of continuous improvement, accountability, collaboration, and customer focus while supporting employee growth and engagement.
- Implement and execute customer care strategies, processes, and initiatives that align with departmental and organizational objectives.
- Ensure compliance with quality management standards, including IATF 16949 and ISO 9001 requirements, and support continuous improvement efforts across the organization.
- Lead root cause investigations and corrective action activities utilizing structured problem-solving tools, including 8D methodologies.
- Serve as a key customer escalation point, proactively communicating with customers, addressing concerns, and driving resolution of service-related issues.
- Collaborate with Supply Chain, Sales, Operations, and other stakeholders to ensure order fulfillment processes are aligned, efficient, and support customer expectations.
- Analyze customer service and delivery performance data to identify trends, opportunities, and improvement initiatives that enhance customer satisfaction and business performance.
- Manage product allocation activities and support demand fulfillment processes to optimize customer delivery performance.
- Lead and coordinate cross-functional projects, facilitate meetings, and drive collaborative problem-solving to achieve business objectives.
What We're Looking ForRequired (Basic) Qualifications
- Bachelor's or Master's degree from an accredited institution.
- Minimum of five (5) years of experience in a management or leadership role.
- Minimum of five (5) years of experience in customer service, customer care, or order management functions.
- Experience leading global teams or working within a global business environment.
- Experience managing employees across multiple locations and/or remote teams.
- Previous experience within a manufacturing environment.
- Fluent in English, both written and verbal.
Preferred Qualifications
- Knowledge of supply chain, logistics, and order fulfillment processes.
- Experience implementing process improvements and driving operational excellence initiatives.
- Strong understanding of customer experience management and customer service best practices.
- Demonstrated experience leading cross-functional teams and influencing stakeholders.
- Proven track record of improving business performance through data analysis and strategic execution.
- Experience working within quality management systems and regulated manufacturing environments.
Job Criteria
- Excellent communication and interpersonal skills with the ability to influence at all levels of the organization.
- Strong customer focus and passion for improving the customer experience.
- Effective problem-solving and decision-making abilities with a solutions-oriented approach.
- Strong business acumen and strategic thinking capabilities.
- Ability to build relationships and collaborate effectively across cross-functional teams.
- Ability to communicate professionally with customer leadership and senior management teams.
- Demonstrated intercultural awareness and ability to work effectively in a global environment.
- Self-driven with the ability to simplify complex issues, manage competing priorities, and drive results.
- Willingness and ability to travel as business needs require.
What You'll Get from UsWe are excited to offer you the following benefits with your employment:
Bonus system
Paid vacation
Retirement plan
Flexible working hours
Personal insurance
Opportunity to join Employee Resource Groups
State of the art virtual work environment
Employee Referral Program
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.
