Team Lead, Customer Care
Danfoss
full-time
Posted on:
Location Type: Office
Location: Pune • 🇮🇳 India
Visit company websiteJob Level
Senior
Tech Stack
AzureCyber SecurityERPOracleSubversion
About the role
- Lead, coach, and develop a team of customer service representative
- Monitor daily workload and allocate tasks effectively to meet service level targets
- Conduct regular performance reviews, feedback sessions, and training needs assessments
- Ensure timely and accurate order processing, confirmations, and follow-ups
- Handle escalation of customer complaints and coordinate with internal teams to ensure prompt resolution
- Monitor adherence to service SLAs, TATs, and customer satisfaction KPIs
- Drive improvements in order-to-cash (O2C) processes, including order entry, billing coordination, dispatch follow-ups, and returns management
- Work closely with supply chain, production planning, and dispatch teams to align customer expectations with product availability
- Maintain updated records of orders, delivery timelines, and customer communications
- Generate daily/weekly/monthly MIS reports on team performance, customer issues, and order fulfilment metrics
- Analyse customer feedback and suggest areas for process enhancement or policy revisions
- Liaise with Sales, Logistics, Finance, and Quality departments to support smooth customer interactions
Requirements
- Any stream graduate
- bachelor’s degree in business administration(preferred), Supply Chain, or related field
- 10+ years of experience in customer service, preferably in a manufacturing or industrial environment
- Prior experience in a team lead/supervisory role is mandatory
- Strong understanding of ERP systems (SAP, Oracle, etc.) and CRM tools
- Excellent communication, interpersonal, and conflict resolution skills
- Detail-oriented with strong organizational and time management abilities
- Ability to multitask and thrive in a deadline-driven environment
- It will be an advantage if you have additional knowledge in… Microsoft Azure DevOps Requirement Management tools, i.e. Siemens Polarion ALM, CAN communication and higher layer CAN protocols, Version Control Management, i.e. git, SVN, Functional Safety, Cyber Security, ARM microcontrollers
Benefits
- 13th salary
- annual bonus
- paid vacation
- pension plans
- personal insurance
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer serviceorder processingbilling coordinationdispatch follow-upsreturns managementERP systemsCRM toolsMicrosoft Azure DevOpsVersion Control ManagementFunctional Safety
Soft skills
leadershipcoachingcommunicationinterpersonal skillsconflict resolutionorganizational skillstime managementmultitaskingdetail-orientedproblem-solving