Customer Care Manager

Job description

Customer Care Manager

Requisition ID: 45888

Job Location(s):
Reynosa, MX

Employment Type: Full Time

Segment: Danfoss Power Solutions Segment

Job Function: Sales

Work Location Type: On-site

**The Impact You'll Make**

**Danfoss Mexico** is seeking a **strategic and customer-oriented Manager to lead the NAM Customer Care team.** You will be responsible for leading a team of customer service representatives that input and manage customer orders for all DPS.

You will work with the Americas Director to develop, communicate, and implement strategies for the NAM Customer Care and sales community.

The leader will work with cross-functional teams to ensure standard Order Management processes and practices are followed and address non-conformance.

The Manager will be expected to work closely with sales leaders, supply chain leaders, and various team leaders in the NAM region to ensure order fulfillment processes are aligned, effective, and meet the needs of customers and DPS.

In this role, you will provide and facilitate communications/interactions among your direct team members, between various functional teams, and customers.

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 customer experience, guide and develop the team, and create a positive and productive team environment.

The Manager will be a key member of the Americas Customer Care Leadership team, reporting directly to the Director, Customer Care – Americas Region.

**What You’ll Be Doing**

+ **Team Leadership & Development:**
+ Lead and develop a team through regular staff meetings, 1:1 sessions, and performance monitoring against key performance indicators (KPIs).
+ Delegate tasks effectively, monitor project progress, and ensure timely completion.
+ Cascade communication effectively to ensure team alignment and understanding of company goals.
+ Foster a culture of continuous improvement through coaching and development plans for managers and employees, addressing conflict resolution and skill enhancement.
+ **Strategic Implementation & Process Management:**
+ Implement agreed-upon strategies, processes, and activities to achieve departmental and organizational objectives.
+ Ensure team adherence to IATF 16949 and ISO 9001 standards, guaranteeing quality and compliance.
+ Lead 8D investigations to identify root causes of quality errors and implement effective mitigation strategies.
+ Promote a culture of quality and continuous improvement throughout the team.
+ **Customer Focus & Relationship Management:**
+ Act as a key point of contact for customers, proactively communicating updates and addressing concerns.
+ Monitor projects closely to maintain customer focus and drive a customer-centric mindset within the team.
+ Align with the Customer Care Director and Global Processes to enhance customer experience and satisfaction.
+ **Supply Chain Coordination & Performance Analysis:**
+ Maintain consistent communication with Supply Chain leaders regarding order fulfillment and participate in weekly planning alignment meetings.
+ Analyze data related to customer delivery performance to identify trends and drive improvements among stakeholders.
+ Manage product allocation effectively to optimize delivery performance and meet customer demands.
+ **Project Management & Collaboration:**
+ Coordinate team activities to execute requested tasks and organize projects efficiently.
+ Schedule and facilitate meetings to improve communication, resolve conflicts, and drive collaborative problem-solving.

**What We're Looking For**

+ **Required (basic) qualifications:**
+ University degree (Bachelor or Master)
+ Five years of experience in management level position
+ Minimum five years of experience in Customer Service roles
+ Minimum 2+ years with global teams
+ Managerial experience with employees in different locations or remote
+ Previous experience working in the manufacturing industry
+ English fluent
+ Availability to travel
+ **Preferred qualifications:**
+ 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 customer experience
+ Strong business acumen

**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 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.

Required Skill Profession

Other General