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Team Lead, Customer Care
Danfoss
23d ago
Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Pune, Maharashtra, India
Onsite
Company Size
41,928 Employees
Service Specialisms
Engineering
Consulting
Design
Technical Services
Project Management
Turnkey
Sector Specialisms
Industrial
Commercial Refrigeration
Marine and Offshore
Mobile Hydraulics
Construction
Agriculture
Off-highway Vehicles
Energy Efficiency
Role
What you would be doing
o2c process
team development
customer escalation
report generation
supply chain coordination
process enhancement
- Drive improvements in order-to-cash (O2C) processes, including order entry, billing coordination, dispatch follow-ups, and returns management.
- Lead, coach, and develop a team of customer service representative.
- Conduct regular performance reviews, feedback sessions, and training needs assessments.
- Ensure timely and accurate order processing, confirmations, and follow-ups.
- Monitor daily workload and allocate tasks effectively to meet service level targets.
- Monitor adherence to service SLAs, TATs, and customer satisfaction KPIs.
- Generate daily/weekly/monthly MIS reports on team performance, customer issues, and order fulfilment metrics.
- Handle escalation of customer complaints and coordinate with internal teams to ensure prompt resolution.
- Maintain updated records of orders, delivery timelines, and customer communications.
- Work closely with supply chain, production planning, and dispatch teams to align customer expectations with product availability.
- Liaise with Sales, Logistics, Finance, and Quality departments to support smooth customer interactions.
- Analyse customer feedback and suggest areas for process enhancement or policy revisions.
What you bring
10+ years
communication
team lead
azure devops
erp systems
can protocols
- 10+ years of experience in customer service, preferably in a manufacturing or industrial environment.
- Excellent communication, interpersonal, and conflict resolution skills.
- Prior experience in a team lead/supervisory role is mandatory.
- Ability to multitask and thrive in a deadline-driven environment
- Microsoft Azure DevOps
- Strong understanding of ERP systems (SAP, Oracle, etc.) and CRM tools.
- CAN communication and higher layer CAN protocols
- Any stream graduate, bachelor’s degree in business administration(preferred), Supply Chain, or related field.
- Detail-oriented with strong organizational and time management abilities.
- ARM microcontrollers
- Version Control Management, i.e. git, SVN
- Requirement Management tools, i.e. Siemens Polarion ALM
- 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.
- 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.
- We promote from within and support your learning with mentoring, training, and access to global opportunities.
Information not given or found
Interview process
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Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
Company
Overview
70+ factories
Global Manufacturing Presence
The company operates over 70 factories worldwide, showcasing its extensive production capabilities.
100+ countries
Global Reach
Serves customers in over 100 countries, demonstrating its international operations and market presence.
Multi-billion
Annual Revenue
Achieves multi-billion-dollar annual revenue, highlighting its significant financial scale.
250,000+ products
Daily Production
Produces over 250,000 products daily, emphasizing its high-volume manufacturing efficiency.
- Begun in 1933 with a novel refrigeration valve and soon introduced thermostatic radiator valves, driving early energy-efficiency innovation.
- Expanded into hydraulics, power electronics, and sensor systems, launching the first VLT frequency converter in 1968 and acquiring notable divisions such as Vacon and Eaton Hydraulics.
- Typical projects range from district-energy systems and marine/offshore equipment to EV drivetrain modules, industrial automation, and large-scale cold-chain refrigeration.
- Expertise spans HVAC, mobile & industrial hydraulics, AC drives & power electronics, high-pressure pumps, sensing/control components, and fire-safety systems.
- Customer First
- Sustainability
- Innovation
- Collaboration
- Integrity
- Simplicity
2023 Target
Net-Zero Commitment
Aimed to achieve net-zero emissions globally by 2023.
2030 Goal
Carbon Neutrality
Aimed to achieve carbon neutrality across all global operations by 2030.
50% Reduction
Greenhouse Gas Target
Sought to reduce greenhouse gas emissions by 50% by 2030, measured against 2018 levels.
- Focus on energy efficiency, reduction of CO2 emissions, and renewable energy solutions.
- All products designed with sustainability in mind, reducing energy consumption and contributing to the circular economy.
- Aims to provide sustainable solutions that help reduce customers' environmental footprint.
2025 Target
Women in Senior Leadership
Aiming to achieve 30% representation of women in senior leadership roles by 2025.
30% Target
Women Representation Goal
Targeting 30% of women in senior leadership roles by 2025.
27% in 2022
Female Leadership
Currently, women hold 27% of leadership positions.
- Increasing female leadership representation by 2025.
- Promoting a more inclusive work environment and increasing women in technical roles.
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